IT Service Desk Analyst - CPI SELECTION : Job Details

I am looking for an IT Service Desk Analyst for a leading multi-channel retailer based in the heart of the Thames Valley. As part of the IT Service Desk team, you will play a key role in delivering high-quality support services across their office, store, and warehouse teams.

Key Responsibilities:

• Provide first-line technical support, troubleshooting, and resolution of IT-related issues across the business.
• Monitor and ensure timely resolution of incidents within agreed Service Level Agreements (SLAs), both internally and through external partners.
• Work collaboratively to drive continuous improvement in IT service delivery and efficiency.
• Assist IT staff and end-users to identify and resolve system and technical issues in a prompt and professional manner.
• Support the implementation and maintenance of ITIL principles across the service desk team.
• Handle out-of-hours escalations and provide on-call support when necessary.
• Be involved in IT-related projects, including travelling to stores or third-party sites for EPOS IT deployments.

Key Requirements:

• Proven experience in a technical support or service desk role, ideally in a retail environment.
• Strong knowledge of retail IT systems and business processes.
• Excellent customer service skills, with the ability to communicate technical issues to non-technical stakeholders.
• Familiarity with ITIL frameworks and a commitment to embedding these principles.
• Flexibility to work in a shift-based environment, especially during peak trading periods.
• Willingness to travel as required to different company sites or partner locations.

Salary - £29K - £31K

This is a fantastic opportunity for an IT professional with a solid technical background and a passion for service excellence to join a thriving retailer.