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For Companies At a Glance
- Tasks: Support users with tech issues and manage requests in a dynamic team.
- Company: Join DFS, the UK's leading sofa retailer, passionate about making homes feel special.
- Benefits: Enjoy a 30% discount, generous holidays, and opportunities for skill development.
- Why this job: Be the face of IT, learn new skills, and contribute to meaningful work.
- Qualifications: Customer service experience and familiarity with IT systems are preferred.
- Other info: Weekend work on a rota basis offers a 4-day long weekend after shifts.
The predicted salary is between 30000 - 42000 £ per year.
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.
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
IT Service Desk Analyst employer: DFS
Contact Detail:
DFS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Active Directory and G Suite. Being able to discuss your experience with these tools during an interview will show that you're prepared and knowledgeable.
✨Tip Number 2
Highlight any previous experience you have in a fast-paced environment, especially in retail or service desk roles. Be ready to share examples of how you've successfully managed customer inquiries and resolved issues quickly.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing for potential scenario-based questions. Think about common IT issues and how you would approach resolving them, as this will showcase your critical thinking abilities.
✨Tip Number 4
Show enthusiasm for continuous learning and development. Mention any relevant certifications or training you've pursued, and express your eagerness to take advantage of the training opportunities offered by DFS.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in a Helpdesk or Service Desk role. Emphasise your customer service skills and any familiarity with the technologies mentioned in the job description.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT and customer service. Mention specific examples of how you've successfully handled inquiries or incidents in previous roles, and express your enthusiasm for working at DFS.
Highlight Relevant Skills: In your application, clearly outline your organisational skills and problem-solving abilities. If you have experience with tools like Active Directory, G Suite, or Jira, make sure to mention these as they are beneficial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for the role.
How to prepare for a job interview at DFS
✨Showcase Your Customer Service Skills
As an IT Service Desk Analyst, you'll be the first point of contact for users. Be prepared to discuss your previous customer service experiences and how you handled challenging situations. Highlight your ability to communicate clearly and effectively, as this is crucial in a fast-paced environment.
✨Familiarise Yourself with Relevant Technologies
Make sure you have a good understanding of the technologies mentioned in the job description, such as Active Directory, G Suite, and various operating systems. Being able to speak confidently about these tools will demonstrate your technical competence and readiness for the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of examples from your past experience where you successfully resolved issues or improved processes. This will show your analytical thinking and ability to work under pressure.
✨Understand the Company Culture
Research DFS Group and understand their values and mission. Be ready to explain why you want to work there and how you align with their commitment to providing excellent service. This will help you stand out as a candidate who is genuinely interested in the company.
