At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a vibrant team.
- Company: Join FatFace, a B Corp certified brand known for its inclusive culture.
- Benefits: Enjoy 60% off products, flexible working, and extensive learning resources.
- Other info: Embrace a diverse workplace that values your unique contributions.
- Why this job: Be the tech hero in a fun, fast-paced environment while making a real impact.
- Qualifications: 1-3 years in helpdesk support with a knack for problem-solving.
The predicted salary is between 27261 - 27261 € per year.
This frontline role is pivotal in delivering timely and effective IT support to internal users across stores and corporate environments. The Helpdesk Analyst is responsible for resolving technical issues, providing excellent customer service, and contributing to operational stability in a high-paced business setting.
Role Responsibilities
- Provide 1st and 2nd line desktop support by responding to support requests via ticket, telephone or face to face.
- Troubleshooting hardware and software issues, supporting end-users with problems and being proactive when dealing with them.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting basic networking and connection issues.
- Providing basic training on computer operation and management to facilitate IT literacy across the business.
- Escalating issues where appropriate providing good quality information about the nature of the problem.
- Provide support for business change initiatives as reasonably requested.
- Provide out of hours Peak support as reasonably requested.
- Align self to companies social and environmental mission and champion any actions that you can directly impact at all times.
Skills and Experience
- Technical Skills
- Proficient in diagnosing and resolving hardware, software, and user account issues.
- Hands-on experience with Windows OS, Microsoft 365, and desktop management tools.
- Basic understanding of networking concepts, including IP addressing, Wi-Fi setup, VPNs.
- Familiarity with remote support tools and endpoint protection solutions.
- Knowledge of Active Directory for password resets and account provisioning.
- Comfortable working within ITSM platforms and documenting tickets accurately.
- Professional Experience
- 1–3 years of experience in a helpdesk or technical support role.
- Supported daily operations of 1st and 2nd line issues across multiple sites.
- Handled user onboarding/offboarding tasks and device setup.
- Escalated complex issues appropriately and followed up on resolution.
- Maintained and updated documentation and internal FAQs for common issues.
- Participated in team training sessions and process improvement initiatives.
- Role Competencies
- Customer Service Orientation
- Provides friendly, patient, and solution-focused support to users.
- Communicates technical information clearly and confidently.
- Team Collaboration
- Works well with colleagues and escalates issues promptly when needed.
- Shares knowledge openly and contributes to team success.
- Accountability & Dependability
- Takes ownership of assigned tickets and follows through to resolution.
- Maintains accurate records and ensures issues are resolved within SLA targets.
- Problem-Solving Skills
- Uses logical and methodical approaches to troubleshoot technical problems.
- Demonstrates curiosity and initiative in resolving recurring issues.
- Adaptability & Learning
- Responds effectively to changing priorities and business needs.
- Embraces new tools, updates, and training to stay current with technology.
- Financial & Protection Benefits
- Sick pay allowances.
- Critical Illness Income protection/ Death in service (for salaried colleagues).
- Pension scheme – with net deduction and salary sacrifice options.
- Dental insurance (colleague funded).
- Discounts & Perks
- 60% off FatFace products.
- 25% discount at Next stores (across full price products).
- O2 phone discount.
- Discounted gym membership.
- Cycle to Work scheme (for salaried colleagues).
- EV vehicle scheme (for salaried colleagues).
- Perkbox – our online platform offering: Day-one access, Exclusive brand discounts, Wellbeing content, Home workouts and more.
- Health & Wellbeing
- Specsavers eye care scheme.
- Eye tests and contributions to glasses.
- Free period products.
- EAP support 24/7 via UNUM, Retail Trust, and Fashion & Textiles Support.
- Learning & Development
- THRIVE – our learning management system: Day-one access, 1,000s of learning resources.
- Time Off & Leave
- 25 days holiday plus bank holidays.
- Sabbatical leave (in line with service).
- Enhanced family-friendly policies – including enhanced maternity leave.
- Flexible Working Opportunities – flexible working requests can be made from day one of employment and are considered on an individual basis.
FatFace Benefits:
We are committed to building a diverse and inclusive team. If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply — you might be just the right fit.
Information Technology Help Desk Analyst in Havant employer: FatFace
At FatFace, we pride ourselves on being a top employer, recognised in the Sunday Times' best places to work for our commitment to equality and inclusion. Our vibrant work culture fosters collaboration and personal growth, offering extensive learning opportunities through our THRIVE platform, alongside generous benefits like discounts, flexible working arrangements, and a supportive environment that champions well-being. Join us at our Havant HQ, where you can make a meaningful impact while enjoying a fulfilling career in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Help Desk Analyst in Havant
✨Tip Number 1
Get to know the company culture! Before your interview, check out FatFace's social media and website. Understanding their values and mission will help you connect better during the conversation.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about resolving IT issues, brush up on common problems and solutions. You might even want to run through some mock scenarios with a friend.
✨Tip Number 3
Show off your customer service skills! Be ready to share examples of how you've helped users in the past. FatFace values friendly and patient support, so let that shine through in your answers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the FatFace team!
We think you need these skills to ace Information Technology Help Desk Analyst in Havant
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in IT support. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Customer Service Skills:As a Helpdesk Analyst, you'll be providing support to users, so it's crucial to demonstrate your customer service orientation. Share examples of how you've helped others in previous roles to showcase your friendly and solution-focused approach.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Avoid jargon unless it's relevant, and make sure your technical skills are easy to spot. We want to see your qualifications without having to dig through fluff!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and shows us you're serious about joining our team at FatFace!
How to prepare for a job interview at FatFace
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially with Windows OS, Microsoft 365, and basic networking concepts. Be ready to discuss how you've diagnosed and resolved issues in the past, as this will show your hands-on experience.
✨Showcase Your Customer Service Skills
As a Helpdesk Analyst, you'll be providing support to users, so it's crucial to demonstrate your customer service orientation. Prepare examples of how you've handled difficult situations or provided friendly, patient support in previous roles.
✨Practice Problem-Solving Scenarios
Think of common technical issues you might face in this role and practice explaining how you'd troubleshoot them. This will not only help you articulate your thought process but also show your logical approach to problem-solving.
✨Align with Their Values
Familiarise yourself with the company's mission and values, particularly around equality and inclusion. Be prepared to discuss how you can contribute to creating an inclusive environment and support their social and environmental initiatives.
