Service Desk Technician (1st Line) 12 months Fixed Term Contract

This role exists to provide 1st line technical support and assistance to the entire Gymshark staff and the facilities in which we operate. As the first point of contact for users seeking technical assistance, you will play a crucial role in ensuring the smooth operation of Gymshark.

What you’ll be doing

• Support: To work and collaborate within a World Class Technical Support Team supporting Hardware/Software Internal Systems, Retail and all other aspects of Gymshark’s tech issues.
• To assist the Service Desk Manager with the onboarding experience to all new Gymshark employees to ensure they can hit the ground running with all the IT skills/functionality required for their roles.

Responsibilities

• Providing 1st line technical support and assistance to end-users.
• Triaging and resolving hardware & software issues.
• Setting up and maintaining computer systems.
• Monitor and maintain IT inventory.
• Document technical procedures and solutions.
• Provide technical support for retail store systems including POS network connectivity and in-store devices.
• Accountable for providing high quality technical support to end-users with agreed upon service level agreements.
• Providing timely and accurate updates to end-users on the status of their support requests.
• Adhering to all relevant IT policies and procedures including security policies and data protection regulations.
• Contributing to the continuous improvement of the IT support function by identifying areas for improvement and making recommendations for change.
• To work in conjunction with the Tech Team to ensure all issues are fixed quickly and efficiently, and to help and assist where necessary.
• Work collaboratively across all departments within the business and contribute with your technical experience where applicable.
• Liaise with Retail teams and MSPs to ensure seamless IT support for store operations and customer experience.

Collaboration

• To work with the Tech Team to fix issues quickly and efficiently.
• Work collaboratively across all departments and contribute your technical experience where applicable.
• Liaise with Retail teams and MSPs to ensure seamless IT support for store operations and customer experience.

What you’ll need

Essential Criteria:

• Strong technical knowledge in computer hardware, software and networks.
• Technical knowledge of the latest Windows and Mac operating systems.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and manage time effectively to meet deadlines and SLAs.
• Strong analytical and critical thinking skills to quickly diagnose and resolve technical issues.

Preferred Skills:

• Familiarity with remote access tools such as TeamViewer and Microsoft Remote Desktop.
• Familiarity with Mobile Device Management solutions.
• Experience with IT Service Management (ITSM) tools and ticketing systems.
• Understanding of networking principles and protocols.
• Familiarity with cloud computing platforms such as Microsoft Azure.

Closing date: 04/01/26. Please note that the role may be closed early due to volume of applications.

Role modality: This is a hybrid role and will be based on site at our HQ in Solihull, West Midlands with a minimum of 3 days a week potentially more during busy periods.

Belonging at Gymshark: We are an equal opportunities employer. We strive to be inclusive in all aspects of employment from application through onboarding. We are committed to finding reasonable adjustments for candidates with specific needs or disabilities during our recruitment process and all applicants are considered fairly and equally. If you’d like to request a reasonable adjustment please email.

About us: We unite the conditioning community and provide tools to help people reach further, go faster and be stronger. We seek a growing global team and invite you to join us as we build Gymshark’s future.

The perks

• Performance-based bonus opportunity.
• Funded healthcare.
• 25 days holiday plus your birthday and bank holidays.
• Contributory employer pension scheme.
• Flexible benefits programme including salary sacrifice, EV scheme, dental insurance, cycle to work, tech scheme, holiday trading.
• Gymshark employee discount and long service awards.
• Access to high street cashback and discounts.
• Financial, physical and mental wellbeing support.
• Enhanced family leave package.
• Life assurance.
• Office location specific benefits include: Gym membership to The Lifting Club, Onsite lunch provision and coffee bars, EV charge points available.

Note: Benefits are subject to eligibility and Gymshark may amend programs at any time without notice.