At a Glance
- Tasks: Be the go-to person for IT support, helping colleagues and suppliers with tech issues.
- Company: Join a dynamic team at Card Factory, shaping the future of tech support.
- Benefits: Great progression opportunities, supportive team, and involvement in diverse technologies.
- Other info: Participate in an on-call rota and contribute to a collaborative knowledge base.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: Experience in IT Service Desk, strong tech knowledge, and excellent communication skills.
The predicted salary is between 27020 - 33024 £ per year.
About The Role
Are you passionate about tech and love helping people?
Do you thrive in a fast-paced environment where no two days are the same?
If so, we’ve got an exciting opportunity for you to join our team as an IT Service Desk Analyst.
Based on site at our Support Centre in Wakefield, this isn’t just another IT role - it’s a chance to be part of a team that’s shaping the future of cardfactory.
We’re on a transformation journey, and our IT Department is right at the heart of it.
This is your chance to make a real impact, develop your skills, and be part of something big.
With great progression opportunities and the chance to get involved in a variety of technologies, you’ll be supported to grow throughout our new five-year strategy.
This role also includes participation in an on-call rota, providing out-of-hours support as required.
If you’re motivated, love working with people, and want to be part of a supportive team, we’d love to hear from you.
What you’ll be doing
You’ll be the first point of contact for colleagues and suppliers whenever they need IT support, whether that’s over the phone, by email, or in person.
Every query you receive will be logged accurately in our IT Service Management tool (Halo), so nothing gets missed.
Your role will involve supporting a wide range of technology, from end-user devices and printers to MS Office and core business applications like POS and ERP.
You’ll work closely with other IT teams to make sure issues are resolved within agreed SLAs, and when something needs extra attention, you’ll elevate it to the right team or third-party partner.
Keeping users updated is key, so you’ll provide clear progress updates on their requests and incidents.
You’ll also take ownership of each case from start to finish, ensuring every action is recorded and nothing falls through the cracks.
Beyond day-to-day fixes, you’ll look for patterns and trends, helping us prevent repeat issues and improve our service.
You’ll manage user accounts and access, liaise with external support partners, and contribute to our knowledge base so the whole team benefits from shared expertise.
What we’re looking for
- Experience working on an IT Service Desk, ideally in a retail environment.
- Strong technical knowledge across MS Office, POS systems, networking basics, and Active Directory.
- A good understanding of ITIL best practices and how they apply day-to-day.
- Excellent communication and problem-solving skills, with a positive, can-do attitude.
- Flexibility to work outside core hours when needed.
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Service Desk Analyst in Wakefield employer: Card Factory plc
At Card Factory, we pride ourselves on being an exceptional employer, offering a dynamic work environment at our Support Centre in Wakefield. As a Service Desk Analyst, you'll not only have the opportunity to develop your technical skills but also be part of a transformative journey that values employee growth and collaboration. With a supportive team culture and clear progression pathways, this role is perfect for those looking to make a meaningful impact while enjoying the benefits of working in a fast-paced, innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Wakefield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Card Factory plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Card Factory plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Wakefield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Card Factory plc:Your cover letter is your chance to shine! Tell us why you want to work at Card Factory plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Card Factory plc!
How to prepare for a job interview at Card Factory plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
