Please Note:Your new roleAre 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. Youll bring friendliness, efficiency, and a 'right-first-time' mindset to keep our colleagues smoothly connected and empowered.A day in the life of...An IT Service Desk Analyst, you wont just be resetting passwords, you will..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, youll 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.In an ideal world...Youll bring a mix of technical know-how and people-first problem-solving. Strong organisational and analytical skills, a sharp eye for detail, and a methodical approach will help you thrive in this role. Ideally, youll have at least 12 months experience in a Service Desk or end-user support position, ideally in a fast-moving environment such as retail.It would be great if you have knowledge or hands-on experience with some of the following:Active Directory user setup and administrationGoogle Workspace (G Suite) day-to-day support and troubleshootingOperating systems Windows 10/11, macOS, Android, and Chrome OSNetwork & monitoring tools ManageEngine, VPN, Meraki, PRTG AlertingMobile device management Sophos MDM or similar platformsPrint management supporting and resolving common print solution issuesITSM platforms Jira Service Management or another recognised toolPay and PerksGrowth 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 little about SofologyWere home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.At DFS Group, everyone plays a part. Whether youre supporting our brands or serving our customers, youre helping shape the future of furniture retail. Each brand has its own identity and creative direction, but were united by a culture that puts people and purpose at the heart of everything we do.Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from youSofology Salary £26,300 Frequency Annual Job Reference sofology/TP/ Contract Type Full Time Job Category IT Business Unit Support Office Location Doncaster, United Kingdom (Incl. Northern Ireland)WHJS1_NI