Helpdesk Analyst
Role details
Job location
Tech stack
Job description
- Act as the first point of contact for IT support queries via phone, email, and ticketing systems
- Diagnose, troubleshoot, and resolve issues relating to:
- End user computing (Windows devices, laptops, desktops, printers, peripherals)
- Point of Sale (POS) hardware
- Core business applications and Microsoft 365
- Basic network connectivity issues (LAN, Wi-Fi)
- Log, track, prioritise, and manage incidents and service requests in line with SLAs
- Escalate complex or unresolved issues to 2nd/3rd line support teams where appropriate
- Provide clear and timely communication to users on issue progress and resolution
- Maintain accurate technical documentation and knowledge base articles
- Support system setups, user onboarding/offboarding, and standard hardware/software deployments
- Ensure a consistently high level of customer satisfaction and professionalism
Requirements
We are seeking a motivated and customer-focused Technical Helpdesk Analyst to join our Technology Support team based in our West London Distribution Centre. Reporting to the Technology Support Manager, this role provides first-line technical support to end users across end user computer, applications, and network services.
This is an excellent opportunity for someone at an early stage of their IT career who is passionate about technology, problem-solving, and delivering outstanding customer service.
As part of our continued growth, the role will also involve occasional travel to support the expansion and upgrade of our store estate. This may include overnight stays, ranging from one night to several days depending on project requirements. Flexibility and willingness to travel are advantageous., * Strong customer service mindset with excellent verbal and written communication skills
- Logical problem-solving ability and attention to detail
- Basic understanding of IT support environments
- Basic understanding of IT security practices
- Ability to work independently as well as part of a team
- Willingness to work a rotating 5-in-7 schedule, including weekends
Technical Capability:
- End user computing support (Windows OS, user profiles, hardware troubleshooting)
- Application support (Microsoft 365, email, collaboration tools)
- Basic networking knowledge (IP addressing, connectivity, Wi-Fi troubleshooting)
Desirable:
· Previous experience in a help desk, IT support, or customer-facing environment
· Entry-level technical qualifications, such as:
· CompTIA A+
· Microsoft Fundamentals certifications (e.g. MS-900, AZ-900)
· ITIL Foundation certification or general ITIL awareness
