IT Service Desk Analyst

About the role...

We are currently looking for an IT Service Desk Analyst to join our IT Service Delivery team based in Walsall. 

The IT Service Desk Analyst will ensure the smooth delivery of IT services to our Customer Support Centre, Distribution Centres and Retail Store network. 

This role would be suited to someone early in their IT career who is looking to develop their experience in an IT Service Desk role.

The IT Service Desk Analyst will be required to work occasional weekends on a rota basis and do some travel to other sites.  

We uphold three core behaviours that guide all our actions:

Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.

Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.

Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Why choose us?

• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
• Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
• My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
• Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.

Your Impact and Responsibilities…

The IT Service Desk Analyst is the first point of contact for IT support within the business. This role is responsible for providing a high level of customer service while logging, prioritising, and resolving IT incidents and service requests in line with agreed processes.

The role  will support users by troubleshooting common IT issues, guiding them through solutions, and escalating more complex problems to Service Desk Engineers with clear and accurate information. 

• Provide reliable, quality phone, face-to-face and ITSM support to colleagues.
• Act as the first point of contact for IT incidents and service requests.
• Log, categorise, prioritise and triage tickets accurately.
• Resolve common issues at first contact where possible.
• Escalate to Service Desk Engineers with clear, well-documented notes.
• Follow ITIL style incident and service request management.
• Provide calm, professional support during outages or high-pressure incidents.
• Proactively update users on ticket progress.
• Maintain knowledge base articles and standard procedures.
• Spot recurring issues and flag trends to engineers / line manager.
• Complete regular maintenance tasks to ensure availability of core services.
• Proactively manage all assigned tickets daily.
• Answer inbound calls in a timely manner.
• Log all enquires within the ITSM system and include any updates as soon as received.
• To agree and document any new solutions with experienced team members.
• The ability to identify issues that can have an operational impact and escalate to an Engineer or Line Manager immediately.
• Adherence to SLA targets.
• Document new knowledge within our solutions database.
• Daily checks of hardware at CSC and feedback findings.

Skills and Knowledge…

While prior IT experience is not essential, the role requires strong communication skills, a calm and professional approach under pressure, and a genuine interest in developing a career in IT.

We are seeking: 

• Customer focused promoting a “can do” attitude to get incidents resolved and requests fulfilled.
• Excellent customer service skills across a range of communication methods.
• Inquisitive problem-solving mindset.
• Ability to digest detailed information and interpret what is relevant to establish the facts and assess the overall impact.
• Good written and verbal skills to document the situation and communicate clearly with colleagues to provide a solution or resolve the incident.
• Experience within a helpdesk and / or customer services environment.
• Experience hands-on with IT software and hardware in a professional or non-professional capacity. 
• An IT related qualification (Desirable)