Helpdesk Analyst

This is a hands-on, customer-focused role where you'll be the first point of contact for IT support, helping colleagues across the UK with technical issues and service requests., Incident Management

• Act as the first point of contact for all IT incidents and requests
• Log, categorise and prioritise tickets effectively
• Keep users informed with clear and timely updates through resolution

Technical Support

• Troubleshoot and resolve hardware, software, network, and application issues
• Provide remote support, with occasional on-site support where required
• Support in-house Point of Sale (POS) software

Service Requests

• Complete routine service requests including software installs, password resets, and user access
• Support onboarding and offboarding of employees

Maintenance & Documentation

• Assist with software updates and patching
• Maintain accurate IT asset and inventory records
• Update the knowledge base with solutions and common fixes

Communication & Escalation

• Communicate clearly and professionally with users at all levels
• Escalate complex or unresolved issues to senior team members when required
• Work closely with IT colleagues across the UK and Australia

Do you have experience in Windows?, Technical Knowledge

• Strong working knowledge of Windows OS and desktop applications (Microsoft Office)
• Experience with:
• O365, Entra ID, SharePoint, Intune
• Network troubleshooting (TCP/IP, DHCP, DNS, VLANs, Wi-Fi)
• Hardware support (desktops, printers, Layer 3 switching)
• Firewall management and security principles

Experience

• Previous experience in a Help Desk or IT Support role is essential
• Experience supporting retail environments is highly desirable
• Familiarity with ticketing systems and RMM tools is advantageous

Soft Skills

• Excellent communication and customer service skills
• Patient, calm, and methodical approach to problem solving
• Able to prioritise workload and work effectively under pressure

• Company pension
• Employee discount
• On-site parking
• Store discount

Cash Converters is a values-led, international retail and financial services business. Our IT team plays a critical role in keeping our UK and global operations running smoothly, and we're now looking for an experienced Help Desk Analyst to join our Head Office team in High Wycombe.