Senior Technology Service Desk Analyst

Head Office/Support Centre

Senior Technology Service Desk Analyst


Before you read on, let’s start with what we’ll give you:

  • Car Allowance
  • 25% discount off our products in store
  • 33 days holiday (Inclusive of Bank Holidays)
  • Holiday Purchase Scheme to increase your annual leave entitlement
  • Hybrid working – Manage your diary to be where you need to be
  • Company pension contribution
  • Cycle to Work Scheme
  • Employee Assistance Programme – Because you matter!
  • Life Assurance plan
  • Healthcare Cash Plan
  • Free parking at our Support and Distribution Centre
  • Optional Charity Giving – “Pennies from Heaven” and “Give as you Earn” schemes

About the Role

Reporting into the Technology Service Delivery Manager (TSDM) you will play a crucial role in delivering outstanding desktop support to your colleagues across Stores, Distribution Centre (DC) and Support Centre (SC) as well as our ecommerce website.

The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders. Providing cover for the Technology Service Desk as required, acting as a technical bridge for the Service Desk into other teams. To provide a problem management function. To drive standardisation, documentation, performance and knowledge both within Technology Services and the wider business.

About you

You’re a natural communicator who enjoys keeping your colleagues in the loop, ensuring they feel their issues are understood and giving them the confidence that the issues will be resolved. You thrive on seeing incidents and problems through to resolution, spotting trends and holding yourself to the highest best practice standards. You keep up to date with technology; enjoy getting into the detail and owning issues.

You enjoy being the technical go to person for the service desk team and deputising for the TSDM when needed. This is an exciting opportunity for an ambitious, technically strong and solution focused Senior Service Desk Analyst to join our evolving Technology Services team.

Key Knowledge, Skills & Experience required:



  • Strong desktop support skills with an ability to learn quickly and support end user devices to a second line level.
  • Demonstrable experience working with windows operating system images and maintenance.
  • Experience of working in an environment aligning to ITIL best practice.
  • Experience of patch management.
  • Working knowledge of Active Directory.
  • Ability to take log files and events then problem solve and root cause analyse issues.
  • Strong MS office Skills, particularly Excel.
  • Strong problem solving and investigative skills.
  • A good understanding of end user device security principals.
  • A good understanding of network principals, wireless, switches and ability to complete troubleshooting.
  • Android and IOS Skills also for mobile deployment/ troubleshooting
  • Experience in a senior service desk role
  • Experience in training and mentoring



  • Retail technology experience.
  • VMWare Experience.
  • Microsoft Qualifications.
  • CompTIA Qualifications.
  • Aruba Wireless experience


Key responsibilities:

  • Incident Management - As well as managing ticket assignment acting as a technical escalation point for the Technology Service Desk and a bridge to the Infrastructure Team. Reviewing incidents, completing diagnostics, replicating issues and resolving or technically escalating incidents. Ensuring the right resolution path is followed and SLAs are continuously monitored. Flagging any knowledge management opportunities prior to closure.

  • Problem Management - Prioritising, monitoring, reporting on and ultimately resolving problems. Continually utilising incident trend analysis to reduce demand on incident management via root cause analysis. Ensuring the lessons learnt from each problem are identified and documented.

  • Knowledge Management- Creating and maintaining known errors, workarounds, knowledge articles and standard operating procedures. Seeking training and documentation opportunities across Technology Services. Pulling knowledge from the Infrastructure Team and pushing knowledge towards the Technology Service Desk as well as the wider business.

  • Build, Patch & Device Management - Creating, improving & documenting operating system builds. Ensuring ongoing standardisation, usability & security of the EUD estate.

Apply now
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