T&D Service Desk Assistant / Cynorthwyydd Desg Gwasanaeth TaD

Job Advert

The Opportunity

We are seeking an experienced ICT Service Desk Assistant, with a demonstratable track record of working within a Technology and Data team within a housing or customer focused environment to support our two award-winning companies to make a real difference to people’s lives, homes and communities.

We’re looking for someone who is genuinely passionate about making a difference to our colleagues and residents and confident in using their initiative to deliver top-quality customer service.

This role plays a key part in our ICT function, supporting the business through a variety of tasks and meaningful projects.

Who we are looking for?

We are looking for someone with a strong customer-focused and empathetic approach to supporting users, who can work effectively both independently and as part of a small, busy team.

You will need excellent communication skills, strong self-awareness, and a commitment to continuous improvement. A genuine passion for delivering excellent customer service in an ICT environment is essential, along with a clear interest in the work we do as an organisation. Ideally, you will also bring a proven track record of experience in an ICT Service Desk role. A full driving licence is required, along with the ability to travel to the Group’s offices and properties as needed.

What you will be doing?

The main areas of responsibility in this role are:

• Ensuring service desk requests are dealt with appropriately and associated measures are recorded
• Working with third-party suppliers to assist them in delivering technical support
• Assisting in ensuring systems are secure, scalable and perform appropriately
• Providing 1^st & 2^nd Line support to Group staff and stakeholders. Primarily supporting corporate equipment e.g. laptops, tablets and mobile phones. Provide general assistance in the use of the Group’s systems. Knowledge of Auto pilot and Mobile Device Management platforms is desirable
• Maintaining an accurate asset database of ICT equipment and contracts
• Meeting with Group staff and stakeholders as required to discuss issues, explain functionality and resolve problems, keeping them updated with progress as appropriate.  
• Maintaining and developing the necessary technical skills as directed to support the Group’s systems and infrastructure 

What’s in it for you?

In return for your hard work, commitment and innovation, you will enjoy an environment focused on more than just competitive pay. You’ll enjoy:

• Salary £29,157 - £32,091 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,
• And lots more 

Who are Wales & West Housing (WWH)?

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. 

Want to find out more?

Why not arrange an informal conversation with Matthew Thomas, Technology Infrastructure & Operations Manager on Matthew.Thomas@wwha.co.uk and you can find out lots more in the recruitment pack.

Apply now

Applying is easy, just click the blue button below and upload your CV and cover letter answering the following questions:

• Why are you interested in the role?
• Any relevant skills, knowledge and behaviours that make you suitable for the role, including some examples of any relevant experience, qualifications or training.

When providing us with your information, which we will use to assess fairly your suitability for the role, please ensure that you are clear and concise and give due regard to the information contained in the recruitment documents (advert, role profile, our culture, etc.). If we don’t have clear evidence of your experience we will not be able to shortlist you.

You can present your supporting statement in any way you wish, however we ask that you limit the total length of both your CV and supporting document to 5 sides of A4.

Applications are being accepted via our online application process only unless a disability makes this more difficult. If this is the case or you require any more information about the application process, please contact the Human Resources Department on hr.recruitment@wwha.co.uk.

Successful candidates may be required to undertake a DBS check due to the nature of the role. 

Closing date: Sunday, 7^th September 2025

Assessment date: Thursday, 18^th September 2025