An exciting opportunity for an IT Service Desk Analyst to work for a high-profile retailer. Based in the Fareham, Hampshire. Initial home working due to COVID-19.


Role: IT Service Desk Analyst (1st Line Support)

Location: Fareham, Hampshire (Initially working from home at least until New Year)

Salary: £10 p/h

Duration: ASAP for 6 Months

Shifts: 4 days on, 4 days off (Either 8am-6pm OR 9am-7pm) Sunday/Bank Holiday hours 9:30am-6:30pm


As a high-profile retailer, we are looking to increase capabilities by seeking a Retail IT Service Desk Analyst (1st line support) to join the team. The Service Desk is the primary contact point for UK Retail stores running technology and systems for processing of transactions at Point of Sale, CRM and consumer engaging digital experiences (Digital Signage, Social, Interactive Apps).

The candidate will be part of the function providing first line technical support, they will be able to operate in a highly dynamic, fast changing and fluid working environment, based from our Fareham offices. They will need to be 100% consumer orientated to deliver exceptional customer service and experiences to our business users, deliver incident management against defined SLA’s, respond and escalate support tickets, provide technical analysis and problem-solving methodologies using remote desktop software and have a track record of incident closure in a similar environment.

They will be expected to achieve against high-level SLA goals and metrics, drive down incidents, undertake necessary changes and work as part of a wider team in ensuring our retail stores have high availability to trade and operate.


Key Roles & Responsibilities

As part of the Level 1 support team, we are looking for an individual with the following skills:

Be the first point of contact for our UK Retail stores for IT based issues, maintaining an exceptional level of customer service via phone and email.Provide technical troubleshooting support for desktop and iOS software and hardware technologies.Offer a high touch customer service, engaging with our business stakeholders and in-store employees.Proactive monitoring of retail systems and servers.Daily systems monitoring and administrative operational processes.Escalating support tickets through Service NOW to our 2nd Line team and working directly with third party suppliers.Installation and configuration of hardware and software for in-store installations.Excellent verbal and written communication skills, with a high touch telephone manner.Be an integral team player, working as part of a team, providing support on a shift basis.Perform miscellaneous job-related duties, such as: Basic admin, review and update of knowledgebase documentation and other items as defined by IT support lead.

Due to the nature of this role, it may be necessary for the successful candidate to travel within the UK/Ireland to store locations to assist with on-site installations of hardware and software; this may result in extended days, as well as overnight stays.


Knowledge, Skills & Experience:

Previous experience in an IT support role at 1st line level.Good knowledge and understanding of Retail SystemsKnowledge of Microsoft Operating Systems and Servers and Office packagesPossess network infrastructure knowledge (specifically around WiFi networks)Experience of managing iOS devices in an enterprise.Experience of SQL databases (or similar enterprise databases) would be a plusAbility to schedule own workload prioritising to meet the business needsCapable of working on own initiative, with a proactive and organised approachAdapt to a varying role and be flexible in working styleGood communication skills and an excellent telephone mannerDemonstrate a support focused attitudeExcellent interpersonal and team skillsEssential that you hold a full driving license.

Closing date: 14/10/2020