Technology Service Desk Analyst

About the role

We are looking for a Technology Service Desk Analyst to join our Service Desk team in London. The role provides first‑line technology support to store and Head Office users, handling incidents and service requests while developing technical skills in a fast‑paced retail environment.

Key responsibilities

• Act as the first point of contact for technology support requests from stores and Head Office.
• Log, categorise, prioritise and manage incidents and service requests in the ITSM platform.
• Provide regular updates and maintain ownership of tickets throughout their lifecycle.
• Resolve first‑line incidents and escalate complex issues with detailed troubleshooting information.
• Support Windows 11 devices, Microsoft 365 applications, Active Directory/Azure Entra account administration, printers, mobile devices, EPOS and retail technology, VPN and connectivity issues.
• Assist with user onboarding, device provisioning, leaver processes and routine maintenance activities.

Required profile

• Minimum 1 year of experience in a Service Desk, Help Desk or technology support role.
• Experience using an ITSM platform to manage incidents and service requests.
• Good working knowledge of Windows 11, Microsoft 365, Active Directory and basic networking concepts.
• Strong customer service and communication skills with the ability to explain technical concepts to non‑technical users.
• Desirable: experience supporting retail technology or EPOS systems, Azure Entra or Exchange Online administration, Jira Service Management, ITIL Foundation certification.

Required skills

• Windows 11
• Microsoft 365
• Active Directory / Azure Entra
• Exchange Online
• Networking (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
• EPOS and retail technology
• Endpoint management
• Jira Service Management

What we offer

• Competitive salary and benefits package.
• Hybrid working model – 3 days in the London office and 2 days remote.
• Holiday allowance and generous staff discount (50% for staff, 25% for family and friends).
• Pension scheme.
• Occasional weekend coverage on a rota basis.