1stLineITServiceDesk&OperationsTechnician(Shift)

**Location:** Cardiff / Hybrid. **At least 2 shifts will be based from our Cardiff City Centre office** _(onsite parking is available)_ **Contract:** Permanent. 4 Shifts On, 4 Shifts Off. **These rotate between Days and Nights (7am - 7pm / 7pm - 7am)** **Help us make great change happen at Target.** We’re looking for an organised, friendly and proactive **Service Desk Technician** to join our 1st Line IT Service Desk & Operations team providing IT support to our 500+ colleagues. If you have a keen eye for detail and love problem solving, this could be a brilliant next step in your career. You'll provide excellent customer service in all interactions, ensuring that our helpdesk system is managed effectively and efficiently. **What it’s like to be part of the team** You’ll be joining a supportive, knowledgeable team right at the inception of an exciting period of change. We come from a mix of backgrounds, so there’s always someone to learn from — and always someone willing to help. No two days look the same; the pace is lively, and you’ll build strong relationships right across the business, including with senior leaders. The work you do will play a vital role in ensuring changes land smoothly for both our clients and our colleagues. We value wellbeing, teamwork and having fun at work. You’ll get regular feedback in 1:1s and your hard work will be recognised through our _My Recognition_ platform. **What you'll be doing:** * Process service desk tickets and manage queues to 1st Line level within SLA's * React to incidents, use problem solving techniques and the support of others to provide fast resolution * Analyse impact of requests, changes to the client’s systems or Target’s environment and makes informed decisions * Answer calls made to the Service Desk and raise corresponding tickets * Escalate service-impacting incidents to 2nd Line * Complete client software deployments into Test environments * Complete Operational tasks. E.g. media management, Monthly Service R