I am looking for an IT Service Desk Analyst for a leading multi-channel retailer based in the heart of the Thames Valley. As part of the IT Service Desk team, you will play a key role in delivering high-quality support services across their office, store, and warehouse teams.
Key Responsibilities:
- Provide first-line technical support, troubleshooting, and resolution of IT-related issues across the business.
- Monitor and ensure timely resolution of incidents within agreed Service Level Agreements (SLAs), both internally and through external partners.
- Work collaboratively to drive continuous improvement in IT service delivery and efficiency.
- Assist IT staff and end-users to identify and resolve system and technical issues in a prompt and professional manner.
- Support the implementation and maintenance of ITIL principles across the service desk team.
- Handle out-of-hours escalations and provide on-call support when necessary.
- Be involved in IT-related projects, including travelling to stores or third-party sites for EPOS IT deployments.
Key Requirements:
- Proven experience in a technical support or service desk role, ideally in a retail environment.
- Strong knowledge of retail IT systems and business processes.
- Excellent customer service skills, with the ability to communicate technical issues to non-technical stakeholders.
- Familiarity with ITIL frameworks and a commitment to embedding these principles.
- Flexibility to work in a shift-based environment, especially during peak trading periods.
- Willingness to travel as required to different company sites or partner locations.
Salary - £29K - £31K
This is a fantastic opportunity for an IT professional with a solid technical background and a passion for service excellence to join a thriving retailer.
If you have a desire to grow in a fast-paced, customer-focused environment get in touch with