Service Desk Analyst - Support Centre

Service Desk Analyst - Support Centre

Salary: 29,000 - 31,000

Are you passionate about tech and love helping people? Do you thrive in a fastpaced environment where no two days are the same? If so, weve got an exciting opportunity for you to join our team as an IT Service Desk Analyst.

Based on site at our Support Centre in Wakefield, this isnt just another IT role its a chance to be part of a team thats shaping the future of cardfactory. Were on a transformation journey, and our IT Department is right at the heart of it. This is your chance to make a real impact, develop your skills, and be part of something big.

With great progression opportunities and the chance to get involved in a variety of technologies, youll be supported to grow throughout our new fiveyear strategy.

This role also includes participation in an oncall rota, providing outofhours support as required.

If youre motivated, love working with people, and want to be part of a supportive team, wed love to hear from you.

What youll be doing:
Youll be the first point of contact for colleagues and suppliers whenever they need IT support, whether thats over the phone, by email, or in person. Every query you receive will be logged accurately in our IT Service Management tool (Halo), so nothing gets missed.

Your role will involve supporting a wide range of technology, from end-user devices and printers to MS Office and core business applications like POS and ERP. Youll work closely with other IT teams to make sure issues are resolved within agreed SLAs, and when something needs extra attention, youll escalate it to the right team or third-party partner.

Keeping users updated is key, so youll provide clear progress updates on their requests and incidents. Youll also take ownership of each case from start to finish, ensuring every action is recorded and nothing falls through the cracks.

Beyond day-to-day fixes, youll look for patterns and trends, helping us prevent repeat issues and improve our service. Youll manage user accounts and access, liaise with external support partners, and contribute to our knowledge base so the whole team benefits from shared expertise.

What were looking for:

• Experience working on an IT Service Desk, ideally in a retail environment.
• Strong technical knowledge across MS Office, POS systems, networking basics, and Active Directory.
• A good understanding of ITIL best practices and how they apply day-to-day.
• Excellent communication and problem-solving skills, with a positive, can-do attitude.
• Flexibility to work outside core hours when needed.