Overview
Are you a problem-solving pro with a passion for making others lives easier? The DFS Group is looking for a talented IT Service Desk Analyst to be the first point of call for tech support. You’ll bring friendliness, efficiency, and a 'right-first-time' mindset to keep our colleagues smoothly connected and empowered.
Responsibilities
* Log every call, provide swift and accurate support, and resolve issues in line with our incident management standards.
* Tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.
* Pride yourself on resolving problems quickly and correctly, raising the bar for support excellence.
* When a situation needs more expertise, you'll hand it over cleanly using our escalation process.
* Work closely with the broader IT team to maintain a 95% SLA, championing a right first time service philosophy.
* Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
* Prepare laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
* Keep support tickets updated with clear, concise notes right through to resolution.
Qualifications
* Ideally at least 12 months experience in a Service Desk or end-user support position, ideally in a fast-moving environment such as retail.
* Knowledge or hands-on experience with some of the following:
o Active Directory user setup and administration
o Google Workspace (G Suite) day-to-day support and troubleshooting
o Operating systems Windows 10/11, macOS, Android, and Chrome OS
o Network & monitoring tools ManageEngine, VPN, Meraki, PRTG Alerting
o Mobile device management Sophos MDM or similar platforms
o Print management supporting and resolving common print solution issues
o ITSM platforms Jira Service Management or another recognised tool
Benefits
* Growth and Training: Learn new skills and develop your career with us.
* Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year.
* Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsburys, ASOS, and IKEA.
* Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships.
* Pension and Savings: Join our Group Pension and Sharesave schemes.
* Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay.
A day in the life of... An IT Service Desk Analyst, you wont just be resetting passwords, you will..
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