Job Details
Job Type: Permanent.
Sector: IT.
Region: Yorkshire.
Location: Doncaster.
Salary: Competitive.
Posted: 17/06/2026.
Overview
As an IT Service Desk Analyst you will be the first point of contact for technical support across DFS. You will provide friendly and efficient assistance with a focus on getting things right the first time, keeping colleagues connected, supported and empowered to do their best work. This office‑based role runs from 8 am to 6 pm Monday to Friday with occasional weekend work.
Responsibilities
- Log calls, provide swift and accurate support, and resolve issues in line with incident‑management standards.
- Tackle hardware, software, email, password resets, mobile device and IT equipment issues with empathy and determination.
- Resolve incidents and problems quickly, raise the bar for support excellence and prevent recurrence.
- Escalate complex issues to specialist teams and ensure a smooth handover.
- Work comfortably in a dynamic, fast‑paced environment while staying calm, 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 up to resolution.
- Collaborate within a team to solve problems/incidents and prevent recurrence.
Qualifications
- At least 12 months’ experience in a Service Desk or end‑user support role.
- Active Directory experience – basic user setup and administration.
- Knowledge of operating systems, Google Workspace/Chrome OS, Windows 11, macOS and Android.
- Experience with basic networking, monitoring tools, mobile device management and resolving common print‑solution issues.
- Experience with ITSM platforms such as Jira Service Management or other recognised tools.
- A customer‑service mindset – friendly, approachable and empathetic.
- Great attention to detail and accurate record keeping.
- Strong problem‑solving and root‑cause analysis skills.
- Strong analytical thinking, ability to think outside the box and view incidents from a fresh angle.
- A positive attitude, willingness to learn, optimism and ownership of work.
- A desire to deliver reliable results with a high degree of detail.
- Do not be discouraged if you lack some of these – they are guidelines to help you hit the ground running.
Benefits and Growth Opportunities
- 22 days holiday plus the option to buy up to 5 more.
- Enhanced family leave – up to 20 weeks at 90% pay after one year, or 10 weeks at 90% pay if you’re new.
- Health cash plan from £2 a month, everyday cashback.
- Employee Assistance Programme.
- Flu vouchers, menopause support and health check.
- Pension with company contributions.
- Life assurance.
- Sharesave scheme for monthly investments.
- Structured induction from day one.
- Access to our Learning Hub and skills workshops.
- Leadership development and apprenticeship programmes.
- 30% colleague discount, plus 15% for friends and family, three times a year.
- Discounts and cashback at hundreds of retailers.
- SmartTech scheme – buy tech up to £1,000 via salary sacrifice.
- Cycle to Work scheme for bikes and accessories up to £1,500.
- Electric vehicle lease scheme with Octopus.
- One paid volunteering day each year.
Equal Opportunities
We’re proud to be an equal opportunities employer, committed to a workforce that reflects the communities we serve. We support different backgrounds, perspectives and experiences through colleague networks, trusted partnerships and accessibility initiatives such as the Hidden Disabilities Sunflower.
Application Support
To apply, contact our Talent Team. If you need any adjustments or additional support during the application process, email talent@dfs.co.uk and we will be happy to help.
