Job Type: Permanent Job Sector: IT Region: Yorkshire Location: Doncaster Salary Description: Competitive salary based on skills and experience Posted: 05/06/2026 Recruiter: DFS Job Ref: IT Service Desk Analyst Job Views: 2
About the role
As an IT Service Desk Analyst, you’ll be the first point of contact for technical support across DFS. You’ll provide friendly and efficient assistance with a focus on getting things right the first time, ensuring our colleagues stay connected, supported, and empowered to do their best work. You’ll bring together your technical know-how with a people-first approach to problem‑solving.
This is an office‑based role, with the shift pattern being 8 am‑6 pm Monday to Friday, with the occasional weekend work involved.
Responsibilities
* Log calls, provide swift and accurate support, and resolve issues in line with our incident management standards.
* Tackle hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.
* Resolve incidents/problems quickly and accurately, raise the bar for support excellence, and prevent recurrence.
* Escalate complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.
* 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.
* Work within a team to collaborate 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 and monitoring tools, mobile device management, and ability to resolve common print solution issues.
* Experience with ITSM platforms, Jira Service Management, or other recognised tools.
* Customer‑service mindset; friendly, approachable, and empathetic.
* Great attention to detail and ability to record information accurately.
* Problem‑solving capabilities; able to identify root causes, not just symptoms.
* Strong analytical thinking; ability to think outside the box, seeing problems and incidents from a different angle.
* Positive attitude, willingness to learn and optimism.
* Desire to take accountability, ownership of your work and deliver reliable results with a high degree of detail.
Benefits
* 22 days holiday, plus the option to buy up to 5 more.
* Enhanced family leave, with up to 20 weeks at 90% pay after one year, or 10 weeks at 90% if you’ve been with us less than a year.
* Health cash plan from £2 a month, with everyday cashback.
* Employee Assistance Programme for support when you need it.
* Extras such as flu vouchers, menopause support and health check.
* Pension with company contributions.
* Life assurance for peace of mind.
* Sharesave scheme to save each month and invest in our future.
* 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 to buy tech up to £1,000 through salary sacrifice.
* Cycle to Work scheme for bikes and accessories up to £1,500.
* Electric vehicle lease scheme with Octopus to help you save and reduce your impact.
* One paid volunteering day each year.
Equal opportunities
We’re proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve and makes room for different backgrounds, perspectives and experiences. We turn that commitment into action through colleague networks, trusted partnerships and recognised accessibility initiatives such as the Hidden Disabilities Sunflower.
If your experience does not quite match every part of the role, we’d still love to hear from you.
If you need any adjustments or additional support during the application process, please contact our Talent Team at [email address], and we will be happy to help.
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