Service Desk Technician - First Line

Service Desk Technician – First Line

37.5 hours per week

£28,000 per annum

Are you looking to start or develop your career in IT within a values-driven organisation? Mirus is looking for a Service Desk Technician – First Line to join our team and help provide responsive, high-quality support to colleagues across the organisation. This is an exciting developmental opportunity for someone who enjoys solving problems, learning new technologies, and delivering excellent customer service.

As the first point of contact for IT support, you will triage and resolve issues where possible at first contact, accurately log incidents in our IT service management system, and escalate more complex issues to the wider IT team when needed. You will support a broad range of technologies and play an important role in helping colleagues stay connected and productive.

Main responsibilities

• Act as a first point of contact for colleagues needing IT support by phone, email, or in person.
• Log, track, and update incidents, problems, and service requests through the service desk system.
• Provide first-line support for hardware, software, networking, password resets, and system access issues.
• Escalate complex issues appropriately to second- and third-line support.
• Support user administration tasks, including joiner, mover, and leaver processes where required.
• Maintain accurate records and contribute to knowledge sharing and continuous improvement.

What we're looking for

We are looking for someone with strong communication skills, a positive and collaborative approach, and a genuine interest in developing a career in IT. You will be organised, customer-focused, and able to remain calm under pressure while managing competing demands.

• Knowledge of Microsoft 365 products such as Teams, SharePoint, Exchange, and Office would be an advantage.
• A relevant qualification, apprenticeship, or vocational training in IT, engineering, or computer science would be welcome.
• Experience of incident management, cyber security, GDPR, or supporting projects would be beneficial.
• You will need a current driving licence, access to a car, and flexibility to work across regions where Mirus provides support.

Why join Mirus?

At Mirus, we value collaboration, compassion, fairness, and continuous learning. This role offers the opportunity to build your skills in a supportive environment while contributing to services that make a meaningful difference across the organisation. If you are enthusiastic about technology, enjoy helping others, and want to grow your career with a values-led organisation, we would love to hear from you.

For further information about the role, please refer to the job description and person specification.

• Vacancy Type: Permanent
• Location: Cardiff Head Office
• Postcode: CF14 5GP
• Full-time / Part-time: Full-time
• Salary: £28,000
• Closing Date: 25 June 2026