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IT Service Desk Analyst

Your new role

As our new IT Service Desk Analyst, you will be working as a team in a fast paced environment providing excellent support to users of desktop, laptop, tablet and mobile devices, in a hybrid working environment.

Working closely with IT technical colleagues you will support our business handling “how do I” inquiries, through admin requests to being part of a team working on complex investigations, major incidents or preventing service outages. As the face of IT to many of our DFS Group colleagues, incidents and requests must be handled professionally adhering to our IT and company standards and policies. 

The role also includes the opportunity to be involved in the implementation of new systems and services Onsite and external training, for systems used within the organisation, and as part of a wider team development plan will be available. 

This role is offered on a 12 month fixed term contract.


Working Patterns 

This role will also include weekend work on a rota basis. The successful applicant will be working roughly 1 in 5 weekends. Recompense will be in the form of lieu days, scheduled on the following Thursday and Friday, effectively granting them a 4 day "long weekend" following the weekend that they work. 37.5hr Contract


What you'll be doing

  • Providing an excellent first point of contact within IT for all enquiries 
  • Record, prioritise, assign and manage all requests and incidents reported to the Service Desk 
  • Manage customer expectations and communications via telephone, email and face to face 
  • Escalate to other team members or other departments where appropriate 
  • Recording and tracking project issues and escalating to the necessary project teams 
  • Documenting new processes, amending and proposing new documents 
  • Keep pace with technology advances across the organisation and the wider market 
  • Adhere to company IT Policies and Procedures at all times
  • Collaborate with the team and cross functionally where required
  • Be a brand ambassador for the Group. 

The role is for you if...

  • You have excellent customer service skills and an ability to communicate information to colleagues with varied levels of technical knowledge across all functions within our organisation.  
  • Ideally with 12 months previous experience in a Helpdesk or Service Desk support role providing end user support, preferably in a retail or other fast past environment. 
  • Strong organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices. 
  • At a technical level, an awareness of the following would be beneficial: - Active Directory user administration - Google Gsuite experience, OSX skills, Android, ChromeOS  
  • ITIL certification would be particularly beneficial. - Windows 7, Windows 10 - Anti-virus - Remote desktop / VNC- Print management- Jira suite (or other recognised ITSM platform)  
  • Basic hardware diagnostics/triage 
  • ITIL foundation certification would be particularly beneficial but training will be provided. 
  • Excellent problem solving skills 
  • A willingness to learn and grow.

About DFS

It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on great quality sofas since 1969. 

We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’. 

Are you ready to make yourself at DFS?


DFS Benefits

  • Progression and Development opportunities to grow your skills
  • A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
  • Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year! 
  • Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
  • Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more. 
  • Discounted Gym and Cinema memberships to help you unwind
  • Group Pension Scheme
  • Group Sharesave Scheme
  • Life Assurance & Company Sick Pay
  • Full comprehensive training 
  • Paid days to volunteer each year

Any offer is subject to references & DBS Checks

Due to the high volume of applications, we may close the role early so encourage you to complete your application as soon as possible. 


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