1st Line IT Service Desk Analyst

At American Golf, we are more than a retailer; we are a community united by a shared passion for the game. As Europe’s leading golf retailer, we strive to provide everything a golfer needs while creating a workplace where people feel supported, valued, and empowered to succeed. We are looking for a proactive and customer-focused 1st Line IT Service Desk Analyst to join our IT team. In this role, you will be the first point of contact for technical support across the business, ensuring colleagues receive fast, accurate, and friendly assistance so they can deliver exceptional service to our customers. As part of this role, there will be some on-call weekend working to support our retail, logistics, and operational teams during peak trading periods.

Our Values

• Passion – Creating an environment where people and technology can thrive.
• Respect – Supporting colleagues with professionalism, empathy, and collaboration.
• Integrity – Ensuring systems and support are delivered with transparency and accountability.
• Drive – Continuously improving our IT service and responding with pace and purpose.
• Expertise – Applying strong technical knowledge to provide high-quality support.

These values are at the heart of everything we do — and we’re looking for someone who brings them to life every day.

Key Responsibilities

• IT Support & Incident Management
  • Act as the first point of contact for IT queries, providing responsive support via phone, email, and in person.
  • Diagnose and resolve a variety of hardware and software issues, handling both 1st and selected 2nd line incidents.
  • Log and manage tickets accurately, ensuring timely progress updates and resolutions.
  • Participate in a structured weekend and on-call rota to support retail and logistics operations.
• Cloud Identity, Infrastructure & Access Management
  • Support day-to-day activity within our growing Azure environment, with opportunities to gain AWS exposure.
  • Assist with the organisation’s migration from on-premise infrastructure to cloud platforms.
  • Manage user accounts, password resets, access permissions, and identity issues using Microsoft Entra ID and Microsoft 365.
• Hardware & Core Business Systems
  • Install, configure, and maintain software, hardware, end-user devices, and business-critical systems.
  • Provide support for retail EPOS hardware and Microsoft Navision to ensure operational continuity.
  • Conduct regular updates and preventative maintenance, ensuring system stability and security.
• Documentation & Collaboration
  • Maintain accurate records of IT assets, procedures, and configurations.
  • Create and update user guides, knowledge base articles, and documentation.
  • Provide user training and best-practice guidance.
  • Work collaboratively with Store Teams, Area Managers, Profit Protection, IT Operations, and external partners.

What We’re Looking For

• Proven experience in a 1st Line IT Service Desk role supporting Microsoft Azure and Entra ID, with exposure to AWS being beneficial.
• Familiarity with retail systems such as Microsoft Navision and EPOS hardware is highly desirable.
• Strong understanding of ITIL principles and service management best practice.
• Excellent communication skills and a customer-centric mindset.
• Ability to manage multiple priorities and remain calm under pressure.
• A proactive, solutions-focused approach and willingness to continuously learn.
• A degree in IT, Computer Science, or related discipline is an advantage but not essential.

Why Join Us

At American Golf, you’ll join a team that values people as much as performance. You will be part of a supportive, growing IT function where your skills, ideas, and curiosity will contribute directly to the success of our business. If you're passionate about delivering great IT support and thrive in a dynamic, collaborative environment, we’d love to hear from you.