About the role 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. You'll bring together your technical know-how with a people-first approach to problem-solving.
This is an office-based role, with the shift pattern being 8 am-6 pm Monday to Friday, with the occasional weekend work involved.
What you'll be responsible for Logging calls, providing swift and accurate support, and resolving issues in line with our incident management standards.
Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.
Resolving incidents/problems quickly and accurately, raising the bar for support excellence, and preventing recurrence.
Escalating complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.
Working comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
Preparing laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
Keeping support tickets updated with clear, concise notes right through to resolution.
Working within a Team to collaborate to solve problems/incidents and prevent recurrence
This is an onsite role that will involve working weekends on a rota
We're looking for someone who has At least 12 months' experience in a Service Desk or end-user support role
Active Directory experience, basic user setup and administration
Knowledge of operating systems, Google Workspace/Chrome OS, Windows 11, macOS and Android.
Experience with basic networking and monitoring tools, mobile device management, and can resolve common print solution issues
Experience with ITSM platforms, Jira Service Management, or other recognised tools
A customer service mindset. Someone who is friendly, approachable, and empathetic.
Great attention to detail and has the ability to record information accurately.
Problem so...
IT Service Desk Analyst in Doncaster employer: DFS Head Office
At DFS Group, we pride ourselves on fostering a vibrant and inclusive work culture where creativity thrives and every employee is valued. As a 3D Shader and Materials Artist, you'll have access to extensive professional development opportunities, including our Learning Hub and leadership workshops, all while enjoying a comprehensive benefits package that supports your well-being and work-life balance. Located in a dynamic environment, we encourage innovation and collaboration, making it an ideal place for passionate individuals to grow their careers and contribute to creating beautiful living spaces.
