Job Description

IT Service Desk Analyst (1st/2nd Line Support)

We are looking for a proactive and customer-focused IT Service Desk Analyst to join our busy Incident Management team. In this role, you will provide 1st and 2nd Line remote support for EPOS systems and associated applications across a large multi-site estate.

You will be responsible for diagnosing, troubleshooting, and resolving technical issues, ensuring minimal disruption to business operations while delivering exceptional customer service.

Key Responsibilities

• Provide 1st and 2nd Line IT support for EPOS systems and related technologies.
• Diagnose and resolve hardware, software, and network-related incidents.
• Troubleshoot and investigate connectivity issues across WAN, LAN, and associated infrastructure.
• Log, track, and manage incidents through to resolution within agreed service levels.
• Escalate complex issues to relevant support teams when required.
• Communicate effectively with customers, providing regular updates and managing expectations.
• Contribute to continuous improvement initiatives and knowledge-sharing across the team.

About You

To be successful in this role, you will have:

• At least 1 year of experience working within an IT support or Service Desk environment.
• Previous experience in a customer-facing role with a strong focus on service delivery.
• Basic understanding of network troubleshooting, including WAN and LAN environments.
• Good knowledge of IT concepts, systems, and technical terminology.
• Strong analytical and problem-solving skills with a methodical approach to issue resolution.
• Excellent written and verbal communication skills.
• The ability to prioritise workload and work effectively in a fast-paced support environment.

Desirable Skills

• Experience supporting EPOS systems or retail technology environments.
• Exposure to incident management tools and ticketing systems.
• Knowledge of Microsoft operating systems and common business applications.

What We Offer

• Competitive salary and benefits package.
• Ongoing training and professional development opportunities.
• Supportive team environment.
• Opportunity to work with a leading technology and support function.