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IT Service Desk Analyst

IT Service Desk Analyst

DFSUnited Kingdom
28 days ago
Job type
  • Full-time
Job description

As our new IT Service Desk Analyst, you will work as part of a team in a fast-paced environment, providing excellent support to users of desktop, laptop, tablet, and mobile devices in a hybrid working environment. You will collaborate closely with IT technical colleagues to support our business by handling 'how do I' inquiries, admin requests, and participating in complex investigations, major incidents, or preventing service outages. As the face of IT to many DFS Group colleagues, incidents and requests must be handled professionally, adhering to our IT and company standards and policies.

The role also offers opportunities to be involved in the implementation of new systems and services. Onsite and external training for systems used within the organization will be provided, supporting team development plans.

Working Patterns

This role includes weekend work on a rota basis, approximately 1 in 5 weekends. Recompense will be in the form of lieu days, scheduled on the following Thursday and Friday, effectively granting a 4-day "long weekend" after the weekend worked.

About DFS

It takes passion to be at the heart of what makes a house feel like home — and that’s what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find quality sofas since 1969.

We are a market leader because of our people. We offer opportunities to engage in meaningful work, learn new skills, and find your niche.

What you'll be doing

  • Providing an excellent first point of contact within IT for all inquiries
  • Recording, prioritizing, assigning, and managing requests and incidents reported to the Service Desk
  • Managing customer expectations and communications via telephone, email, and face-to-face
  • Escalating issues to appropriate team members or departments
  • Documenting and updating processes and procedures
  • Keeping up with technological advances
  • Adhering to IT policies and procedures
  • Collaborating across teams and functions
  • Representing the brand professionally

The role is for you if...

  • You have excellent customer service and communication skills
  • You have around 12 months of experience in a Helpdesk or Service Desk role, preferably in a retail or fast-paced environment
  • You possess strong organizational skills and knowledge of IT Service Delivery best practices
  • At a technical level, familiarity with Active Directory, G Suite, OSX, Android, ChromeOS, Windows 7 / 10, antivirus, remote desktop, Jira or similar ITSM platforms, and basic hardware diagnostics is beneficial
  • ITIL foundation certification is advantageous; training will be provided
  • You demonstrate excellent problem-solving skills and a willingness to learn and grow

    • DFS Benefits

  • Opportunities for progression and skill development
  • 30% colleague discount, plus 15% for friends & family
  • Generous holiday allowance, with options to purchase additional days
  • Enhanced maternity, paternity, and adoption leave
  • High street and online discounts, gym and cinema memberships
  • Group Pension, Sharesave Scheme, Life Assurance, Sick Pay
  • Paid volunteering days and comprehensive training

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    It Service Desk Analyst • United Kingdom