Retail IT Service Desk Analyst (1st Line)
Location
Portsmouth (On-site, full-time)
£17.00 per hour
6-month contract
Role Overview
As a leading high-profile beauty retailer, we are expanding our capabilities and seeking a dynamic
Retail IT Service Desk Analyst (1st Line Support)
to join our team based in Fareham.
The Service Desk acts as the primary point of contact for our UK Retail stores, supporting the critical technology and systems that drive our business-including Point of Sale (POS) transactions, CRM systems, and consumer-engaging digital experiences (such as digital signage, social media integrations, and interactive apps).
This is a fast-paced, high-touch role. You will be 100% consumer-orientated, delivering exceptional customer service to our business users, managing incidents against defined SLAs, and keeping our retail stores highly available to trade and operate.
Key Responsibilities
As part of the Level 1 Support Team, your day-to-day duties will include:
First Point of Contact
Act as the primary contact for UK Retail stores experiencing IT issues, maintaining an exceptional level of customer service via phone and email.
Technical Troubleshooting
Provide 1st line technical analysis, problem-solving, and troubleshooting for desktop and iOS software/hardware using remote desktop tools.
Drive down incidents, respond to and resolve support tickets, and elevate complex issues through
ServiceNOW
to the 2nd Line team or third-party suppliers.
System Monitoring
Proactively monitor retail systems, servers, and daily administrative operational processes to ensure high availability.
Hardware & Software Deployment
Install, configure, and test hardware and software for in-store installations.
Review and update knowledgebase documentation, perform basic administrative tasks, and support the wider IT team.
Field Support
Travel within the UK/Ireland to store locations to assist with on-site installations.
Note: This may occasionally require extended days and overnight stays.
Skills and Qualifications
To be successful in this role, you will need a blend of technical capability and outstanding customer service skills.
Technical Requirements
Experience
Proven track record in an IT support role at a 1st line level, ideally with a history of high incident closure rates.
Retail Systems
A good understanding of Retail Systems (POS, CRM, Digital Signage).
OS & Software
Strong knowledge of Microsoft Operating Systems, Windows Servers, and Microsoft Office packages.
Experience managing iOS devices within an enterprise environment.
Networking
Foundational network infrastructure knowledge, specifically around corporate and in-store Wi-Fi networks.
Databases
Experience with SQL databases (or similar enterprise databases).
Core Competencies
Communication
Excellent verbal and written communication skills with a high-touch, professional telephone manner.
Ability to thrive in a highly dynamic, fluid, and fast-changing working environment.
Organization
Strong initiative with the ability to schedule and prioritize your own workload to meet pressing business needs.
Teamwork
A supportive, team-focused attitude, with the flexibility to work effectively on a shift basis.
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