Technology Service Desk Analyst

Role Overview

• Act as the first point of contact for Technology support requests from stores and Head Office users.
• Log, categorise, prioritise and manage incidents and service requests within the Technology Service Management platform.
• Provide regular updates to customers and maintain ownership of tickets throughout their lifecycle.
• Resolve first-line incidents wherever possible and escalate complex issues with appropriate troubleshooting information.
• Ensure tickets are managed in accordance with agreed SLAs and operational procedures.
• Support users with:
• Windows 11
• Application support
• Covering Microsoft 365 applications and internal applications
• Active Directory and Azure Entra account administration
• Password resets and account access issues
• Printers and peripheral devices
• Mobile devices
• EPOS and retail technology
• VPN and connectivity issues
• Install, configure and support desktops, laptops and associated hardware.
• Assist with user onboarding, device provisioning and leaver processes.
• Perform routine maintenance activities including software installations and updates.
• Create and maintain knowledge base articles and support documentation.
• Identify recurring issues and suggest service improvements.
• Contribute to process documentation and operational procedures.
• Participate in team knowledge-sharing activities.
• Follow Technology security policies and procedures.
• Identify and report potential security risks and incidents.
• Ensure access requests and account administration activities are completed in line with company controls.

Requirements

• Minimum 1 year of experience in a Service Desk, Help Desk or Technology Support role.
• Experience using an ITSM platform to manage incidents and service requests.
• Good working knowledge of:
• Windows 11
• Microsoft 365
• Active Directory
• User account administration
• Printer support
• Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
• Strong customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload effectively in a busy support environment.
• Self-motivated with a logical and methodical approach to troubleshooting.

Tech Stack

• Azure
• DNS
• ITSM
• TCP/IP

Benefits

• Competitive salary and benefits package
• Hybrid working, 3 days in London based office & 2 working from home
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme