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 go-to tech hero in a fun, fast-paced environment.
- 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.
Collaboration and Deliverables:
- Collaboration with Store Teams, Internal Product Teams (Design, Buying, Merchandising), Internal Support Teams (Finance, IT, Retail Operations, People, Compliance, Property), and Internal Creative Teams (Marketing, Creative, Studio).
FatFace Benefits:
- Financial & Protection Benefits: Sick pay allowances, Critical Illness Income protection/ Death in service, Pension scheme, Dental insurance.
- Discounts & Perks: 60% off FatFace products, 25% discount at Next stores, O2 phone discount, Discounted gym membership.
- Health & Wellbeing: Specsavers eye care scheme, Free period products, EAP support 24/7.
- Learning & Development: THRIVE – our learning management system, 1,000s of learning resources.
- Time Off & Leave: 25 days holiday plus bank holidays, Sabbatical leave, Enhanced family-friendly policies.
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 Southampton 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 Southampton
✨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 you'll be dealing with tech issues, brush up on common problems and solutions. This will show you're proactive and ready to tackle challenges head-on.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples where you've provided excellent customer service or resolved tricky tech issues. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the FatFace team. Let's get you that job!
We think you need these skills to ace Information Technology Help Desk Analyst in Southampton
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 or situations.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your skills and experiences shine through without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you can ensure that your application reaches us quickly and efficiently, and you’ll get to see all the other exciting opportunities we have!
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 Company Values
Familiarise yourself with FatFace'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.
