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. 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.
What you'll be doing
Provide 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're someone who takes pride in delivering great support and understands the importance of a positive user experience.
- You're a motivated, customer-focused individual who communicates clearly and confidently - especially when translating technical information for users at all levels.
- You strive to deliver high-quality support and consistently aim for excellent customer satisfaction.
- You thrive on solving problems with a methodical, analytical mindset and have exceptional attention to detail.
- You’ve spent at least 12 months in a Service Desk or end-user support role, ideally in a dynamic, fast-paced environment such as retail.
- You're confident in troubleshooting technical issues quickly and efficiently, and you know when to escalate for the best outcome.
- Keeping tickets accurately logged, updated, and resolved is second nature to you.
- You’re familiar with, or keen to develop your knowledge of, tools and technologies such as:
- Active Directory user administration
- Google Workspace (G Suite)
- Windows 10/11, Mac OS, Android, Chrome OS
- ManageEngine, VPN, Meraki, PRTG Alerting
- Sophos Mobile Device Management (MDM)
- Print management solutions
- Jira Service Management or other ITSM platforms
- You bring a proactive mindset, a strong desire to grow, and a collaborative spirit to everything you do.
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