Service Desk Analyst
| Posting date: | 19 December 2025 |
|---|---|
| Salary: | £33,755 to £36,693 per year |
| Hours: | Full time |
| Closing date: | 18 January 2026 |
| Location: | Flexible |
| Company: | Cyfoeth Naturiol Cymru |
| Job type: | Permanent |
| Job reference: | 202599 |
Summary
The role
To provide first line support as a single point of contact for NRW staff experiencing a range of technical problems. The postholder will work as part of a team acting as a gateway to high level (second and third line) technical services, and act as a subject matter expert for certain technologies, providing solutions to the majority of problems and requests at the desk (Service Desk typically own 80% of incoming calls to ICT).
This role directly contributes to the operational continuity of NRW through the provision of efficient and prompt solutions to all NRW staff in accordance with industry best practice standards, and in doing so, delivering an excellent standard of customer service.
The post holder will:
Be responsible for providing efficient and effective triage and solutions to a range of technical problems (incidents) and requests for services in accordance with industry best practice standards. Act as Subject Matter Expert if second line resolution possible at the desk.
Own and manage incidents and requests where further information is required from staff as part of triage, conducting chase communications to staff where required, using excellent soft skills whilst working in accordance with NRW ICT processes.
Take direction from incident managers during incidents and/ or major ICT incidents, working closely with them to collect detail that allows them to maintain robust engagement with stakeholders from across NRW and continue to provide a high level of technical and customer service.
Take key decisions to identify major and urgent incidents, using a range of specialist skills to assess the criticality of the service(s) affected as well as considering the impact on NRW staff, and act proactively to alert major incident managers.
Assess when to escalate issues to service desk team leader, where the issue is novel or in need of second line support at the desk.
Maintain a strong relationship with all ICT stakeholders.
To provide first line support as a single point of contact for NRW staff experiencing a range of technical problems. The postholder will work as part of a team acting as a gateway to high level (second and third line) technical services, and act as a subject matter expert for certain technologies, providing solutions to the majority of problems and requests at the desk (Service Desk typically own 80% of incoming calls to ICT).
This role directly contributes to the operational continuity of NRW through the provision of efficient and prompt solutions to all NRW staff in accordance with industry best practice standards, and in doing so, delivering an excellent standard of customer service.
The post holder will:
Be responsible for providing efficient and effective triage and solutions to a range of technical problems (incidents) and requests for services in accordance with industry best practice standards. Act as Subject Matter Expert if second line resolution possible at the desk.
Own and manage incidents and requests where further information is required from staff as part of triage, conducting chase communications to staff where required, using excellent soft skills whilst working in accordance with NRW ICT processes.
Take direction from incident managers during incidents and/ or major ICT incidents, working closely with them to collect detail that allows them to maintain robust engagement with stakeholders from across NRW and continue to provide a high level of technical and customer service.
Take key decisions to identify major and urgent incidents, using a range of specialist skills to assess the criticality of the service(s) affected as well as considering the impact on NRW staff, and act proactively to alert major incident managers.
Assess when to escalate issues to service desk team leader, where the issue is novel or in need of second line support at the desk.
Maintain a strong relationship with all ICT stakeholders.