Retail IT Service Desk Analyst (1st Line)
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Location: Portsmouth (On-site, full-time)
Salary: £17.00 per hour
Contract Length: 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.
- Incident & SLA Management: Drive down incidents, respond to and resolve support tickets, and escalate 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.
- Collaboration & Knowledge Sharing: Review and update knowledgebase documentation, perform basic administrative tasks, and support the wider IT team. xgikmsk
- Field Support: Travel within the UK/Ireland to store locations to assist with on-site installations. Note: This may occas...
IT Service Desk Analyst (1st line) employer: Randstad Delivery (GBS) Careers
As a Product Investigation Engineer in Witney, you will be part of a dynamic team dedicated to enhancing the quality and safety of medical devices. Our company fosters a collaborative work culture that prioritises employee growth through continuous training and development opportunities, ensuring you can advance your career while making a meaningful impact on healthcare. With competitive pay and a commitment to regulatory excellence, we offer a rewarding environment where your contributions are valued and recognised.
Contact Details:
Randstad Delivery (GBS) Careers Recruitment Team
