Role Details
Title: IT Service Desk Analyst – 1st Line
Organisation/Team: JD Sports Fashion Plc, Group IT
Reporting to: First Line Service Desk Team Leader
Location: JD HO, Bury
Level: 6
Approx # of Direct Reports: 0
Business Environment
JD Sports Fashion Plc is a leading UK retailer of fashionable sports and casual wear, with over 800 stores. We promote knowledge, training, motivation, and continuous improvement among our staff, encouraging creative problem-solving and forward-thinking.
Role Description
Reporting to the IT Service Desk First Line team leader, the IT Service Desk Analyst will provide 1st line technical support across JD Group fascias and offices. Responsibilities include incident detection, recording, analysis, resolution, and maintaining high customer service standards. The role involves liaising with external technical support and working closely with support teams and stakeholders to ensure incident resolution.
Responsibilities
* Provide 1st line technical support for IT functions.
* Respond to support inquiries, resolve hardware/software issues, and log calls in the ITSM system.
* Maintain customer service quality and adhere to service management principles.
* Coordinate with other IT teams and third-party support when needed.
* Document procedures and establish effective relationships with users and IT teams.
* Own customer issues and drive resolutions; assist in developing support processes and implementing improvements.
Experience & Knowledge
Essential:
* Excellent communication skills, both written and verbal.
* Effective issue identification, logging, and communication skills.
* Ability to work under pressure with a structured approach.
Preferable:
* Retail environment experience.
* ITIL environment experience and understanding of end-to-end processes.
* Knowledge of ERP solutions, standards, tools, and techniques.
Skills / Behaviours
Essential:
* Incident diagnosis and problem-solving skills.
* Strong interpersonal, communication, and negotiation skills.
* Ability to plan, coordinate, prioritize, and relate to diverse individuals.
* Customer-focused attitude with a proactive mentality.
* Team player with flexibility and eagerness to learn.
Preferable:
* Proficiency with Microsoft Windows (7 & 8), Office (2007-365).
* Network knowledge (WAN/LAN).
* Understanding of PC hardware, configuration, and maintenance.
* Knowledge of business drivers, MAC OSX & iOS (including MDM).
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