Service Desk Analyst
Are you passionate about tech and love helping people? Do you thrive in a fast-paced environment where no two days are the same? If so, we’ve got an exciting opportunity for you to join our team as part of a group that’s shaping the future of cardfactory. We’re 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, you’ll be supported to grow throughout our new five-year strategy. This role also includes participation in an on-call rota, providing out-of-hours support as required.
About the role
Based on site at our Support Centre in Wakefield, you’ll be the first point of contact for colleagues and suppliers whenever they need IT support, whether that’s over the phone, by email, or in person. You’ll work closely with other IT teams to ensure issues are resolved within agreed SLAs and take ownership of each case from start to finish.
Responsibilities
- Log all queries accurately in our IT Service Management tool (Halo).
- Support a wide range of technology, including end-user devices, printers, MS Office, and core business applications like POS and ERP.
- Escalate issues to the right team or third-party partner when needed.
- Provide clear progress updates to users on their requests and incidents.
- Record every action to ensure nothing falls through the cracks.
- Identify patterns and trends to help prevent repeat issues and improve service.
- Manage user accounts and access.
- Liaise with external support partners.
- Contribute to our knowledge base to share expertise across the team.
Requirements
- 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.
- 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 (on-call rota).