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For Companies At a Glance
- Tasks: Provide technical support and resolve IT issues for colleagues at DFS.
- Company: Join DFS, a leader in furniture retail with a focus on design and comfort.
- Benefits: Enjoy discounts, a bonus scheme, and great holiday allowances.
- Why this job: Be part of a supportive culture that values diversity and personal growth.
- Qualifications: 12 months of experience in IT support; knowledge of various systems is a plus.
- Other info: Work in a dynamic environment with opportunities for career development.
The predicted salary is between 30000 - 42000 £ per year.
As an IT Service Desk Analyst, you’ll be the first point of contact for technical support across DFS. You’ll provide friendly and efficient assistance with a focus on getting things right the first time, ensuring our colleagues stay connected, supported, and empowered to do their best work.
What you\’ll be doing
Log every call, provide swift and accurate support, and resolve issues in line with our incident management standards.
Tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.
Pride yourself on resolving problems quickly and correctly, raising the bar for support excellence.
When a situation needs more expertise, you’ll hand it over cleanly using our escalation process.
Work closely with the broader IT team to maintain a 95% SLA, championing a ‘right first time’ service philosophy.
Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
Prepare laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
Keep support tickets updated with clear, concise notes right through to resolution.
The role is for you if…
You’ll bring together your technical know-how with a people-first approach to problem-solving. Being organised, analytical, and detail-focused will really help you shine in this role, along with a methodical way of working. Ideally, you’ll have around 12 months’ experience in a Service Desk or end-user support role, and it’s even better if that’s been in a fast-moving environment like retail.
It would be a bonus if you’ve got knowledge or hands-on experience with some of the following:
- Active Directory – user setup and administration
- Google Workspace (G Suite) – everyday support and troubleshooting
- Operating systems – Windows 10/11, macOS, Android, and Chrome OS
- Network & monitoring tools – ManageEngine, VPN, Meraki, PRTG Alerting
- Print management – supporting and resolving common issues
- ITSM platforms – Jira Service Management or another recognised tool
About DFS
We’re home to DFS, Sofology, and The Sofa Delivery Company – three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.
At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.
Everyone Welcome
Across our Group, we\\\’re committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.
We\\\’re proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn\\\’t quite match the specification, we\\\’d still really love to hear from you
- Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it
- Growth and Training: Learn new skills and develop your career with us
- Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year
- Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family – and savings at big brands like Sainsbury’s, ASOS, and IKEA
- Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships
- Pension and Savings: Join our Group Pension and Sharesave schemes
- Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay
- Location Doncaster, United Kingdom (Incl. Northern Ireland)
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IT Service Desk Analyst employer: DFS Furniture PLC
Contact Detail:
DFS Furniture PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as Active Directory and Google Workspace. Having hands-on experience or even just a solid understanding of these platforms can set you apart during the interview.
✨Tip Number 2
Demonstrate your problem-solving skills by preparing examples of how you've resolved technical issues in the past. Be ready to discuss specific scenarios where you provided excellent customer service, especially in a fast-paced environment.
✨Tip Number 3
Showcase your ability to work under pressure by discussing any relevant experiences where you maintained composure and efficiency while handling multiple support requests. This will highlight your suitability for the dynamic nature of the role.
✨Tip Number 4
Research DFS and its culture before your interview. Understanding their commitment to diversity and inclusion can help you align your values with theirs, making you a more attractive candidate who fits well within their team.
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 any roles where you've provided first-line assistance. Emphasise your technical skills, especially with tools like Active Directory and Google Workspace, as well as your ability to resolve issues efficiently.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've tackled similar challenges in previous positions, showcasing your problem-solving skills and customer-focused approach.
Highlight Relevant Experience: If you have experience in a fast-paced environment, such as retail, make sure to mention it. Discuss how this experience has prepared you for the dynamic nature of the IT Service Desk Analyst role at DFS.
Showcase Soft Skills: Since the role requires a people-first approach, highlight your soft skills in your application. Talk about your ability to communicate clearly, work under pressure, and maintain a positive attitude while assisting colleagues with their IT issues.
How to prepare for a job interview at DFS Furniture PLC
✨Show Your Technical Skills
Be prepared to discuss your technical knowledge, especially around Active Directory, Google Workspace, and operating systems like Windows and macOS. Highlight any relevant experience you have in troubleshooting these areas.
✨Demonstrate Empathy and Communication
As the first point of contact for support, it's crucial to show that you can communicate effectively and empathetically. Practice how you would explain technical issues to non-technical colleagues, ensuring they feel supported and understood.
✨Emphasise Problem-Solving Abilities
Prepare examples of how you've resolved issues quickly and efficiently in past roles. Discuss your methodical approach to problem-solving and how you prioritise tasks to maintain a high standard of service.
✨Familiarise Yourself with the Company Culture
Research DFS and its commitment to diversity and inclusion. Be ready to discuss how your values align with theirs and how you can contribute to a positive workplace culture.
