IT Service Desk Analyst

Who are Pobl Group

Pobl Group are a proud employer of over 2300 colleagues providing diverse services and making a difference in communities throughout Wales. Pobl is more than just a Housing Association its a multi-faceted business whose range of provision varies from care and support to individuals through to commercial development activities. Our team provides services for all these business areas so youll get involved with a very diverse customer base giving a unique opportunity to develop bespoke solutions.

What is the role

The Service Desk Analyst at Pobl Group plays a key role in supporting colleagues by managing and resolving technology-related incidents through phone email and an internal ticketing system.
This role involves troubleshooting a wide range of software and hardware issues including Microsoft 365 Windows 11 Teams and mobile device management tools like Intune and Entra. The analyst collaborates with various technology teams to ensure high-quality customer service maintains system documentation supports network and AV equipment and works with third-party suppliers.
The position requires strong communication skills and adherence to service level agreements.
As a Service Desk Analyst you will provide a high level of customer service through efficiently and effectively providing remote support for all Pobl locations. This will cover 1st line incident resolution and administration and control of all end user accounts.
As a Service Desk Analyst youll apply proven communication analytical and problem-solving skills to help identify communicate and resolve issues in order to maximise the benefit of IT. This is an exciting and diverse role that will allow you to get involved in many different areas of the IT business.
This role operates on a hybrid work model with at least two days per week in the office.

What skills and experience do you need

Were ideally looking for someone that has the following:

• Previous employment in a relevant or similar position.

• Experience remotely supporting users.

• Assisted within Office 365 Administration Entra Intune and Active Directory

• Excellent communication skills.

• Problem solving and analysis.

• Methodology to Configure Mobiles for MDM
• Collaboration Skills
• Problem solving within Best Practise
• Characteristics ; Performance Focussed Organised Analytical & Problem solver

Our values are positive connected and considerate. At Pobl you will share these values and be motivated to work in an environment that is driven by them.

What are the pay and benefits

• The salary for this role is 31151 for a 37 hour full time position.

• Flexible working policies this role would be both home and office based in our Swansea office.

• 26 days holiday entitlement plus Bank holidays rising to 30 days with length of service

• Pension scheme

• Up to 250 for office equipment to help set up with working from home

• Sick Pay

• Colleague Referral Scheme (250 per referral)

• Time for Talking a free counselling service

• Health Cash Plan

• Savings Scheme

• Electric Vehicle Lease Schemes

• Mileage paid at 45 per mile

• Long service awards

• Cycle to work scheme

• Eyecare plan

• Give as You Earn charity donation scheme

• Gym and shopping discounts

• Training and progression opportunities

Whats FREDIE

At Pobl Group we are guided in all that we do by a group of principles that we call FREDIE these are: Fairness Respect Equality Diversity Inclusion Engagement. This means that whatever your background you will have an equal opportunity at Pobl Group and we encourage you to apply now.

If you would like any support with your application or to discuss any adjustments that you may require to support you to application process please contact or

How do you apply

If you have the skills experience and enthusiasm required to be our next difference maker please follow the prompts to apply now. Our application form requires an up-to-date CV along with a few contact details so that we can get back in touch with you.

Further information can also be found on the Job Description