Salary: £28,000 - 32,000 per year Requirements: ITIL v4 Foundation Certification - Essential Minimum 3 years experience in an IT Service Desk or technical support environment. Advanced troubleshooting skills across hardware, software, and networking. Strong understanding of Windows OS, Microsoft 365, Active Directory, and endpoint protection. Familiarity with ITSM tools such as ServiceNow. Ability to mentor others and deliver informal training sessions. Strong communication, customer service, and problem-solving abilities. Knowledge of remote troubleshooting tools (e.g., TeamViewer, Kaseya). Exposure to scripting tools (PowerShell, Bash) and retail systems (POS, card machines) – desirable. Experience supporting IT change or project delivery – advantageous. Microsoft, Cisco, or CompTIA technical certifications – advantageous. Responsibilities: Lead the troubleshooting and resolution of high-priority or critical incidents, coordinating with wider IT teams when necessary. Resolve complex technical issues escalated from first-line support, ensuring prompt and effective resolutions. Coach and support junior analysts, sharing knowledge and promoting best practice in service delivery. Identify recurring issues and recommend process improvements or automation to improve service desk efficiency. Monitor service desk KPIs and contribute to continuous improvement initiatives in line with ITIL practices. Develop and maintain knowledge base articles and user guides; deliver informal training to end users where required. Contribute to IT projects by providing insights from frontline support and participating in testing or rollout activities. Use ITSM tools (e.g., ServiceNow) to track incidents and service requests, ensuring accurate and timely updates. Maintain a high level of proficiency in systems such as Windows OS, Microsoft 365, Active Directory, and networking protocols. Provide support to remote and field and European based colleagues using remote assistance tools (e.g., TeamViewer, Kaseya). Uphold ITIL v4 principles in all aspects of incident, request, and change management processes. Technologies: Active Directory Bash Cisco Hardware Support ITIL ITSM Microsoft 365 PowerShell ServiceNow Windows Office 365 More: At EG Group, we are a leading global convenience retailer, operating a wide range of brands across multiple sectors including fuel, foodservice, and grocery retail. With a presence in over 7 countries and a commitment to innovation and customer service, we continue to expand our portfolio and reach. We offer a performance-based bonus scheme, flexible working hours, and access to apprenticeships and accredited qualifications. Our employees enjoy career development opportunities, free secure car parking, access to a waterside café with freshly prepared meals at affordable prices, dress down Fridays, and work anniversary rewards. We also provide free eye tests and offer prayer and ablution facilities. last updated 5 week of 2026