IT Service Desk Analyst

I am looking for an IT Service Desk Analyst for a leading multi-channel retailer based in the heart of the Thames Valley. As part of the IT Service Desk team, you will play a key role in delivering high-quality support services across their office, store, and warehouse teams. Key Responsibilities: Provide first-line technical support, troubleshooting, and resolution of IT-related issues across the business. Monitor and ensure timely resolution of incidents within agreed Service Level Agreements (SLAs), both internally and through external partners. Work collaboratively to drive continuous improvement in IT service delivery and efficiency. Assist IT staff and end-users to identify and resolve system and technical issues in a prompt and professional manner. Support the implementation and maintenance of ITIL principles across the service desk team. Handle out-of-hours escalations and provide on-call support when necessary. Be involved in IT-related projects, including travelling to stores or third-party sites for EPOS IT deployments. Key Requirements: Proven experience in a technical support or service desk role, ideally in a retail environment. Strong knowledge of retail IT systems and business processes. Excellent customer service skills, with the ability to communicate technical issues to non-technical stakeholders. Familiarity with ITIL frameworks and a commitment to embedding these principles. Flexibility to work in a shift-based environment, especially during peak trading periods. Willingness to travel as required to different company sites or partner locations. Salary - £29K - £31K This is a fantastic opportunity for an IT professional with a solid technical background and a passion for service excellence to join a thriving retailer