IT Support Analyst -2nd Line

As an IT Support Analyst, you'll provide second-line technical support across the business, helping colleagues stay productive by resolving a wide range of hardware, software and system issues.You'll manage and prioritise service requests and incidents, ensuring service level agreements are met while delivering a high standard of customer service.

Acting as the technical escalation point for the 1st Line Service Desk, you'll troubleshoot more complex issues, share your expertise with the team, and play a key role in maintaining a reliable and efficient IT service.

What you'll be responsible for

• Providing 2nd line technical support, diagnosing and resolving a wide range of hardware, software and end-user issues.
• Configuring, deploying and supporting laptops, desktops, printers, tablets, handheld devices, mobile phones and Google Meet room equipment.
• Supporting iOS and Android mobile devices, ensuring users can work effectively wherever they are.
• Managing and prioritising your workload to meet service level agreements (SLAs) while maintaining excellent ticket quality and documentation.
• Acting as the technical escalation point for the 1st Line Service Desk, providing guidance and expertise on more complex issues.
• Escalating incidents to 3rd Line Support or third-party suppliers where appropriate and seeing issues through to resolution.
• Monitoring system alerts, identifying potential issues early and taking proactive action to minimise business disruption.
• Supporting IT projects, including hardware refreshes, software deployments, patch management and continuous service improvements.
• Maintaining accurate IT asset records and supporting audit and asset decommissioning activities.
• Creating and updating knowledge base articles, user guides and technical documentation to improve team knowledge and consistency.
• Identifying opportunities to improve processes, procedures and ways of working to enhance the IT service.
• Ensuring all work is carried out in line with IT security standards, policies and best practice.
• Taking part in the 2nd Line on-call rota (approximately one weekend in every five) to provide out-of-hours support when required.

• 3-5 years' experience in a 2nd Line IT Support or similar technical support role.
• Strong knowledge of Windows 11, Microsoft 365, Google Workspace, Active Directory and Group Policy.
• A knack for troubleshooting, with the confidence to diagnose and resolve a wide range of hardware and software issues.
• Experience working in a busy IT support environment, ideally within a retail or multi-site business.
• Great communication skills, with the ability to explain technical issues in a clear and friendly way to colleagues at all levels.
• Experience supporting a variety of end-user devices, including Windows, ChromeOS, macOS, Android and iOS.
• A good understanding of networking fundamentals such as TCP/IP, DNS and DHCP.
• Experience managing the full lifecycle of end-user devices, from setup and deployment through to maintenance and replacement.
• Working knowledge of Microsoft Windows Server (2016 or later).
• A collaborative approach and a willingness to share knowledge and support your teammates.
• A proactive mindset, with a genuine interest in learning new technologies and continuously developing your skills.
• An understanding of how IT supports the wider business and a focus on delivering practical, customer-focused solutions.
• Industry certifications such as Microsoft, Google, ITIL, Cisco or CompTIA.
• Experience with Mobile Device Management (MDM) solutions.
• Knowledge of enterprise antivirus, VPN technologies or monitoring tools.
• Experience with asset management systems, managed print services or enterprise networking.

Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running. If the role sounds like it would be a great fit for you and you're confident that it suits you, we'd love you to apply.

We believe great work deserves great support. That's why we offer benefits that help you grow, feel looked after, and enjoy life beyond work. Here's what we have to offer:

• Competitive pay plus on call premium and overtime
• Annual Bonus
• 23 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 like 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.

At DFS Group, we're proud to help people create spaces they love to live in.We're home to DFS, Sofology, and The Sofa Delivery Company: three brands with their own personalities, brought together by a shared mission. Behind our brands is a passionate Group team.From Finance and Technology to People, Marketing and Supply Chain, our Group functions power everything we do. They create the foundations that allow our brands to thrive, innovate and grow. Whether you're supporting our brands or serving our customers, the mindset that connects us means we expect more of ourselves and each other.It means every customer is our favourite, every voice is valued, and every interaction is one we're proud of. When you're part of a community that shares your way of thinking, the wins feel bigger. The effort feels worth it. It's a place where people stay because they feel valued, and find room to grow because they're challenged., Everyone at DFS Group begins with a structured induction designed to help you understand our brands, our culture and how we work together. From day one, you will have access to our online Learning Hub, filled with digital courses, tools and resources to support your development. For leaders, we offer virtual workshops focused on building confident, capable leadership. We also run skills-based workshops to strengthen core capabilities across the business.