Service Desk Assistant / Cynorthwyydd Desg Wasanaeth

Job Advert

The Opportunity 

We have an opportunity for a Service Desk Assistant to join our Technology and Data Service Desk team.

This role is a great opportunity for someone with some Service Desk or IT support experience who enjoys helping people, solving practical technology issues and delivering a positive customer experience. You will be part of a small team providing first defined second-line support to staff across the organisation, helping to make sure issues and requests are captured, handled and progressed effectively.

What you will be doing? 

You will act as a first point of contact for incoming Service Desk requests, providing practical support to staff in person and remotely. This will include handling incidents and requests, helping to diagnose issues, recording the right information and making sure customers receive a responsive and helpful service.

You will resolve issues where you can and escalate more complex matters to other Technology and Data staff, making sure they have the information needed to progress the request effectively.

You will also support the setup and maintenance of end-user devices, including Windows laptops and Apple mobile devices and help staff make effective use of core business systems.

Who we are looking for? 

We are looking for someone with some experience in a Service Desk, IT support or similar customer-focused technical support environment. You will be passionate about delivering good customer service and helping people get the best from technology.

You will be a good communicator with strong listening skills and the ability to understand customer needs. You will be able to capture and explain information clearly and accurately, and you will be comfortable supporting both technical and non-technical staff.

You will have some familiarity with setting up end-user devices such as Windows laptops and mobile devices and some experience of working in a Microsoft 365 environment.

A logical problem solver, you will be able to use a structured approach to fault diagnosis, asking the right questions, checking information carefully and following issues through to resolution or escalation.

What’s in it for you?

• Salary £30,178 per annum.
• Choice of Defined Contribution or Defined Benefit pension, both including 3x death in service life insurance cover.
• 25 days annual leave, increasing to 30 days with service the ability to buy and sell up to 5 days (pro rata), as well as, time off for volunteering, health screening and more.
• 9 Bank Holidays per annum, including an extra day at Christmas!
• Opportunities to develop and grow,
• Regular feedback, training and support from your manager and team,
• Comprehensive support in case of sickness with a generous sick pay scheme, critical illness cover and support through an employee assistance and counselling service and a cash plan benefit.

Are we right for you?

For further information about the role please view the role profile in the recruitment pack attached, or why not arrange an informal conversation Marc Pensom, Technology Operations Manager marc.pensom@wwha.co.uk

Who are Wales & West Housing Group (WWHG)?

We are one of the leading housing providers in Wales; providing affordable homes and services to more than 24,000 residents in over 12,500 properties across Wales. We formed a Group company in 2011, to include Cambria Maintenance Ltd. We employ over 450 staff at WWH and over 190 staff in Cambria, making us a major Welsh employer. As an organisation we adopt a systems thinking approach to the way we manage and deliver our services across the Group; it underpins the way in which we operate. 

To Apply:

Applying is easy, just provide a CV and cover letter (no more than two sides of A4) telling us:

• What qualities and experience do you have that makes you the right person for this role?
• Why are you applying for the role?

Please ensure your application clearly demonstrates relevant experience. If we do not have sufficient evidence, we may not be able to shortlist you.

If you need any support with your application, please contact Martina Melbourne on 07970 675 480 or email hr.recruitment@wwha.co.uk. Applications are accepted via email unless a disability makes this difficult, in which case alternative arrangements can be made.

This role is subject to a satisfactory Disclosure and Barring Service (DBS) check due to our safeguarding responsibilities.

Please note that WWHG is unable to offer Skilled Worker visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of their employment. If you require sponsorship to work in the UK, we will be unable to progress your application.

Closing date for applications: Sunday, 27^th September 2026

Assessment date: Thursday, 1^st October 2026