Reports To: Infrastructure and Cyber Operations Manager
Contract Type: Permanent, Full-Time (35 hours)
Working Arrangements: Office Based
Salary:£27,261 (to support equitable pay, this role has a fixed salary for all colleagues in the position)
Equality and inclusion isn’t an aspiration but the standard. We promote and drive equality within our workforce to ignite an inclusive foundation for us all to build from and truly connect with our customers, colleagues, and communities alike. You play a key part in creating an environment free from prejudice, racism, sexism, harassment, bullying and any other form of marginalisation in our workplaces.
Role Summary
This frontline role is pivotal in delivering timely and effective IT support to internal users across stores and corporate environments. The Helpdesk Analyst is responsible for resolving technical issues, providing excellent customer service, and contributing to operational stability in a high‑paced business setting.
Role Responsibilities
* Provide 1st and 2nd line desktop support by responding to support requests via ticket, telephone or face to face
* Troubleshooting hardware and software issues, supporting end‑users with problems and being proactive when dealing with them.
* Installing and maintaining hardware and computer peripherals.
* Installing and upgrading operating systems and computer software.
* Troubleshooting basic networking and connection issues.
* Providing basic training on computer operation and management to facilitate IT literacy across the business
* Escalating issues where appropriate providing good quality information about the nature of the problem.
* Provide support for business change initiatives as reasonably requested
* Provide out of hours Peak support as reasonably requested
* Align self to companies social and environmental mission and champion any actions that you can directly impact at all times’
Technical Skills
* Proficient in diagnosing and resolving hardware, software, and user account issues
* Hands‑on experience with Windows OS, Microsoft 365, and desktop management tools
* Basic understanding of networking concepts, including IP addressing, Wi‑Fi setup, VPNs
* Familiarity with remote support tools and endpoint protection solutions
* Knowledge of Active Directory for password resets and account provisioning
* Comfortable working within ITSM platforms and documenting tickets accurately
Professional Experience
* 1–3 years of experience in a helpdesk or technical support role
* Supported daily operations of 1st and 2nd line issues across multiple sites
* Handled user onboarding/offboarding tasks and device setup
* Escalated complex issues appropriately and followed up on resolution
* Maintained and updated documentation and internal FAQs for common issues
* Participated in team training sessions and process improvement initiatives
Customer Service Orientation
* Provides friendly, patient, and solution‑focused support to users
* Communicates technical information clearly and confidently
* Works well with colleagues and escalates issues promptly when needed
* Shares knowledge openly and contributes to team success
Accountability & Dependability
* Takes ownership of assigned tickets and follows through to resolution
* Maintains accurate records and ensures issues are resolved within SLA targets
Problem‑Solving Skills
* Uses logical and methodical approaches to troubleshoot technical problems
* Demonstrates curiosity and initiative in resolving recurring issues
Adaptability & Learning
* Responds effectively to changing priorities and business needs
* Embraces new tools, updates, and training to stay current with technology
Benefits
* Critical Illness Income protection/ Death in service (for salaried colleagues)
* Pension scheme – with net deduction and salary sacrifice options
* Dental insurance (colleague funded)
Discounts & Perks
* 60% off FatFace products
* 25% discount at Next stores (across full price products)
* Discounted gym membership
* Cycle to Work scheme (for salaried colleagues)
* EV vehicle scheme (for salaried colleagues)
* Perkbox – our online platform offering:
* Day‑one access
* Exclusive brand discounts
* Home workouts and more
* Specsavers eye care scheme
* Eye tests and contributions to glasses
* Free period products
* EAP support 24/7 via UNUM, Retail Trust, and Fashion & Textiles Support
Learning & Development
* Day‑one access
* 1,000s of learning resources
* Sabbatical leave (in line with service)
* Enhanced family‑friendly policies – including enhanced maternity leave
* Flexible Working Opportunities – flexible working requests can be made from day one of employment and are considered on an individual basis.
* Refer a Friend scheme
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