IT Service Desk Analyst

What you'll be doing

• Log every call, provide swift and accurate support, and resolve issues in line with our incident management standards.

• Tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.

• Pride yourself on resolving problems quickly and correctly, raising the bar for support excellence.

• When a situation needs more expertise, you’ll hand it over cleanly using our escalation process.

• Work closely with the broader IT team to maintain a 95% SLA, championing a ‘right first time’ service philosophy.

• Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.

• Prepare laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.

• Keep support tickets updated with clear, concise notes right through to resolution.

The role is for you if...

You’ll bring together your technical know-how with a people-first approach to problem-solving. Being organised, analytical, and detail-focused will really help you shine in this role, along with a methodical way of working. Ideally, you’ll have around 12 months’ experience in a Service Desk or end-user support role, and it’s even better if that’s been in a fast-moving environment like retail.

It would be a bonus if you’ve got knowledge or hands-on experience with some of the following:

• Active Directory – user setup and administration

• Google Workspace (G Suite) – everyday support and troubleshooting

• Operating systems – Windows 10/11, macOS, Android, and Chrome OS

• Network & monitoring tools – ManageEngine, VPN, Meraki, PRTG Alerting

• Mobile device management – Sophos MDM or similar

• Print management – supporting and resolving common issues

• ITSM platforms – Jira Service Management or another recognised tool

About DFS

We’re home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.

At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.

Everyone Welcome

Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail. 

We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you

DFS Benefits

• Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it
• Growth and Training: Learn new skills and develop your career with us
• Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year
• Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury’s, ASOS, and IKEA
• Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships
• Pension and Savings: Join our Group Pension and Sharesave schemes
• Life Assurance & Sick Pay: Peace of mind with Life Assurance and Company Sick Pay