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- Tasks: Provide top-notch IT support and ensure smooth service delivery across various locations.
- Company: Join a dynamic team in a leading retail company focused on customer satisfaction.
- Benefits: Enjoy competitive salary, generous holiday allowance, and exclusive store discounts.
- Why this job: Kickstart your IT career with hands-on experience and professional development opportunities.
- Qualifications: Strong communication skills and a passion for IT; prior experience is a plus.
- Other info: Flexible working hours with occasional weekend shifts and travel to other sites.
The predicted salary is between 22707 - 26707 £ per year.
We are currently looking for an IT Service Desk Analyst to join our IT Service Delivery team based in Walsall.
Salary: Up to £26,707 & Benefits
Contract Type: Full Time
Working Pattern: Permanent
Hours: 40.0
Role Overview: The IT Service Desk Analyst will ensure the smooth delivery of IT services to our Customer Support Centre, Distribution Centres and Retail Store network. This role would be suited to someone early in their IT career who is looking to develop their experience in an IT Service Desk role. The IT Service Desk Analyst will be required to work occasional weekends on a rota basis and do some travel to other sites.
Core Behaviours:
- Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.
- Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.
- Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.
We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Why choose us:
- Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
- Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
- Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
- Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
- Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
- Family-Friendly Benefits: Our comprehensive benefits are designed to support you and your family’s needs.
- My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
- Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
- Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
- Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
- Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.
Your Impact And Responsibilities:
- Provide reliable, quality phone, face‑to‑face and ITSM support to colleagues.
- Act as the first point of contact for IT incidents and service requests.
- Log, categorise, prioritise and triage tickets accurately.
- Resolve common issues at first contact where possible.
- Escalate to Service Desk Engineers with clear, well documented notes.
- Follow ITIL style incident and service request management.
- Provide calm, professional support during outages or high‑pressure incidents.
- Proactively update users on ticket progress.
- Maintain knowledge base articles and standard procedures.
- Spot recurring issues and flag trends to engineers / line manager.
- Complete regular maintenance tasks to ensure availability of core services.
- Proactively manage all assigned tickets daily.
- Answer inbound calls in a timely manner.
- Log all enquiries within the ITSM system and include any updates as soon as received.
- Agree and document any new solutions with experienced team members.
- Identify issues that can have an operational impact and escalate to an Engineer or Line Manager immediately.
- Adhere to SLA targets.
- Document new knowledge within our solutions database.
- Daily checks of hardware at CSC and feedback findings.
Skills And Knowledge: While prior IT experience is not essential, the role requires strong communication skills, a calm and professional approach under pressure, and a genuine interest in developing a career in IT.
We Are Seeking:
- Customer focused promoting a “can do” attitude to get incidents resolved and requests fulfilled.
- Excellent customer service skills across a range of communication methods.
- Inquisitive problem‑solving mindset.
- Ability to digest detailed information and interpret what is relevant to establish the facts and assess the overall impact.
- Good written and verbal skills to document the situation and communicate clearly with colleagues to provide a solution or resolve the incident.
- Experience within a helpdesk and / or customer services environment.
- Experience hands‑on with IT software and hardware in a professional or non‑professional capacity.
- An IT related qualification (Desirable).
IT Service Desk Analyst in Walsall employer: Poundland & Dealz
Contact Detail:
Poundland & Dealz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst in Walsall
✨Tip Number 1
Get to know the company! Research their values and culture, especially how they prioritise customer service. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As an IT Service Desk Analyst, you'll need to explain technical issues clearly. Try role-playing common scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really keen on the position. So, get your application in early!
We think you need these skills to ace IT Service Desk Analyst in Walsall
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight any relevant experience, skills, and qualifications that match what we're looking for. This shows us you're genuinely interested and have put in the effort!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to join our team and how your background aligns with our core behaviours. Keep it friendly and professional – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly. Whether it's in your CV or cover letter, we want to see that you can articulate your thoughts well.
Apply Early!: We might close the vacancy early if we get a lot of applications, so don’t wait around! Head over to our website and submit your application as soon as you can. We can't wait to hear from you!
How to prepare for a job interview at Poundland & Dealz
✨Know Your IT Basics
Brush up on your IT knowledge, especially around common issues that might arise in a service desk role. Familiarise yourself with ITIL principles, as they are crucial for incident and service request management.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Highlight your ability to remain calm under pressure and how you’ve resolved issues effectively, as this is key for the role.
✨Practice Problem-Solving Scenarios
Think through potential scenarios you might face as an IT Service Desk Analyst. Practice articulating your thought process when troubleshooting issues, as interviewers will be keen to see your problem-solving mindset in action.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, training opportunities, and the tools you'll be using. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
