1st Line Support Analyst

Debenhams-Group; Sheffield; On-site; GBP 18,000 - 26,000; Full time

Benefits offered by this job

Highly competitive bonus scheme

Company pension

Share schemes

Private medical cover

Life assurance

Discount across all brands

Comprehensive wellbeing package

Ongoing learning and development

Free season ticket loan

Job summary

Debenhams Group is seeking a proactive 1st Line Support Analyst for our Sheffield Distribution Centre. You will be the first contact for IT issues, supporting both office staff and warehouse teams, handling hardware maintenance and basic software troubleshooting to keep operations running smoothly.

The role covers Windows 10/11, Microsoft 365, AD, and WMS support in a fast-paced warehouse environment with 4 days on, 4 days off, 2pm-2am shifts.

Qualifications

• 6+ months experience in an IT support/helpdesk role or relevant IT qualification/apprenticeship.
• Solid understanding of Windows 10/11 and Microsoft 365 administration.
• Basic knowledge of networking concepts (TCP/IP, DHCP, Wi‑Fi).
• Familiarity with hardware setups (PCs, monitors, printers, scanners).
• Strong communication and customer service skills; proactive mindset.

Responsibilities

• Tier 1 Technical Support: first point of contact via phone, email, or ticketing system.
• Hardware & Equipment Maintenance: set up, configure, and troubleshoot hardware on-site.
• Warehouse Systems Support: assist with Warehouse Management System and inventory software.
• User & Access Management: create and reset passwords, manage user accounts.
• Network & Infrastructure: basic troubleshooting for local networks and Wi-Fi.
• Asset Tracking & Documentation: maintain records of IT inventory and resolutions.

Skills

Customer service

Problem solving

Communication

Windows 10/11

Microsoft 365 administration

Networking concepts

Education

Information Technology qualification or apprenticeship

Tools

Active Directory

WMS (Warehouse Management System)

PCs & Laptops

Barcode scanners & printers

Job description

THE ROLE

At Debenhams Group, we are on a journey of transformation, revitalising our brand, culture, and connection with colleagues and customers alike. In a fast-changing retail environment, effective and authentic communication is vital to building trust, aligning our teams, and amplifying the impact of our work across internal and external audiences.

Are you a proactive problem solver with a passion for IT and technology? We are looking for an energetic 1st Line Support Analyst to join our busy warehouse and logistics team.

In this hands-on, fast-paced role, you will be the first point of contact for resolving day-to-day IT issues, supporting both office staff and warehouse operational teams. From maintaining hardware on the warehouse floor to troubleshooting software, your work will keep our operations running smoothly.

This role will be based out of our Sheffield Distribution Centre

Working Hours: 4 days on 4 days off 2pm until 2am

WHAT YOU'LL BE DOING

• Tier 1 Technical Support: Act as the first point of contact for IT issues logged via phone, email, or ticketing system.

• Hardware & Equipment Maintenance: Set up, configure, and troubleshoot hardware including PCs, laptops, label printers, barcode scanners, and handheld mobile terminals (PDAs).
• Warehouse Systems Support: Assist staff with basic technical queries relating to our Warehouse Management System (WMS), inventory software, and network equipment.
• User & Access Management: Create, manage, and reset passwords and user accounts across Microsoft 365, Active Directory, and internal platforms.
• Network & Infrastructure: Perform basic troubleshooting for local network connections, Wi‑Fi access points, and network printing issues across the warehouse floor.
• Asset Tracking & Documentation: Keep precise records of IT inventory, issue logs, and resolution steps for future reference.

WHAT WE LOOK FOR

• Experience: 6+ months experience in an IT support/helpdesk role (or a relevant qualification/apprenticeship in Information Technology).
• Technical Skills:
  • Solid understanding of Windows 10/11 and Microsoft 365 administration.
  • Basic knowledge of networking concepts (TCP/IP, DHCP, Wi‑Fi troubleshooting).
  • Familiarity with hardware setups (PCs, monitors, label/thermal printers).
• Personal Attributes:
  • Strong communication and customer service skills.
  • Excellent problem-solving abilities with a "can-do" attitude.
  • Ability to thrive and adapt in a active, fast-moving warehouse environment.
• Desirable (Nice-to-Have):
  • Experience with warehouse/logistics tech.
  • Familiarity with industrial equipment like zebra printers or handheld scanners.

WORKING WITH US

At Debenhams Group we thrive on change, innovation, and pace. Every challenge is an opportunity, and every day is a chance to push boundaries. If you’re someone who embraces the unknown, thrives in a fast-moving, high-growth environment, and is ready to shape the future of retail, you’ll love it here. We want visionaries, disruptors, and doers—people who bring fresh thinking, relentless energy, and the drive to make an impact.

WHY JOIN US

Our mission is to create a workplace where everyone is respected, individual differences are valued, and people can be themselves at work — without exception.

2025 was a year of significant change for the Group. 2026 is about bold moves, real results and unstoppable momentum. If that excites you, you belong at Debenhams Group.

Our benefits include (subject to level and eligibility):

• Highly competitive bonus scheme, company pension, share schemes, private medical cover and life assurance
• Discount across all brands
• Comprehensive wellbeing package
• Ongoing learning and development with strong internal progression
• Free season ticket loan

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