1st Line Service Desk Analyst

JD GROUP; Bury; On-site; GBP 20,000 - 30,000; Full time

Job summary

A leading UK retailer is seeking an IT Service Desk Analyst to provide 1st line technical support across various offices. The role involves incident detection, resolution, and maintaining high customer service standards while collaborating with external technical support and internal teams. Ideal candidates will possess strong communication skills and a customer-focused attitude.

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to work under pressure with a structured approach.
• Knowledge of ERP solutions and ITIL environment preferred.

Responsibilities

• Provide 1st line technical support for IT functions.
• Respond to support inquiries and resolve hardware/software issues.
• Document procedures and establish effective relationships with users.

Skills

Communication

Problem-solving

Customer-focused attitude

Team player

Tools

Microsoft Windows

Office 2007-365

Job description

Role Details

Title: IT Service Desk Analyst – 1st Line

Organisation/Team: JD Sports Fashion Plc, Group IT

Reporting to: First Line Service Desk Team Leader

Location: JD HO, Bury

Level: 6

Approx # of Direct Reports: 0

Business Environment

JD Sports Fashion Plc is a leading UK retailer of fashionable sports and casual wear, with over 800 stores. We promote knowledge, training, motivation, and continuous improvement among our staff, encouraging creative problem-solving and forward-thinking.

Role Description

Reporting to the IT Service Desk First Line team leader, the IT Service Desk Analyst will provide 1st line technical support across JD Group fascias and offices. Responsibilities include incident detection, recording, analysis, resolution, and maintaining high customer service standards. The role involves liaising with external technical support and working closely with support teams and stakeholders to ensure incident resolution.

Responsibilities

• Provide 1st line technical support for IT functions.
• Respond to support inquiries, resolve hardware/software issues, and log calls in the ITSM system.
• Maintain customer service quality and adhere to service management principles.
• Coordinate with other IT teams and third-party support when needed.
• Document procedures and establish effective relationships with users and IT teams.
• Own customer issues and drive resolutions; assist in developing support processes and implementing improvements.

Experience & Knowledge

Essential:

• Excellent communication skills, both written and verbal.
• Effective issue identification, logging, and communication skills.
• Ability to work under pressure with a structured approach.

Preferable:

• Retail environment experience.
• ITIL environment experience and understanding of end-to-end processes.
• Knowledge of ERP solutions, standards, tools, and techniques.

Skills / Behaviours

Essential:

• Incident diagnosis and problem-solving skills.
• Strong interpersonal, communication, and negotiation skills.
• Ability to plan, coordinate, prioritize, and relate to diverse individuals.
• Customer-focused attitude with a proactive mentality.
• Team player with flexibility and eagerness to learn.

Preferable:

• Proficiency with Microsoft Windows (7 & 8), Office (2007-365).
• Network knowledge (WAN/LAN).
• Understanding of PC hardware, configuration, and maintenance.
• Knowledge of business drivers, MAC OSX & iOS (including MDM).