2nd-Line IT Support Analyst | Growth & Benefits

DFS Furniture PLC; Doncaster; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Annual Bonus

23 days holiday

Enhanced parental leave

Health cash plan

Employee Assistance Programme

Pension with company contributions

Life assurance

Sharesave scheme

Cycle to Work scheme

Electric vehicle lease scheme

One paid volunteering day

Job summary

DFS Group in Doncaster is seeking an IT Support Analyst to provide second-line technical support across the business. You will manage hardware, software and system issues and act as escalation point for the 1st Line Service Desk.

Prior experience within a busy retail or multi-site environment is valued. You will troubleshoot a wide range of devices, from laptops to mobile devices, while ensuring SLAs and strong documentation.

Qualifications

• 3–5 years' experience in a 2nd Line IT Support or similar technical support role.
• Strong knowledge of Windows 11, Microsoft 365, Google Workspace, Active Directory and Group Policy.
• Experience working in a busy IT support environment, ideally within a retail or multi-site business.

Responsibilities

• Providing 2nd line technical support, diagnosing and resolving a wide range of hardware, software and end-user issues.
• Configuring, deploying and supporting laptops, desktops, printers, tablets, handheld devices, mobile phones and Google Meet room equipment.
• Supporting iOS and Android mobile devices, ensuring users can work effectively wherever they are.
• Managing and prioritising your workload to meet service level agreements (SLAs) while maintaining excellent ticket quality and documentation.
• Acting as the technical escalation point for the 1st Line Service Desk, providing guidance and expertise on more complex issues.
• Escalating incidents to 3rd Line Support or third-party suppliers where appropriate and seeing issues through to resolution.
• Monitoring system alerts, identifying potential issues early and taking proactive action to minimise business disruption.
• Supporting IT projects, including hardware refreshes, software deployments, patch management and continuous service improvements.
• Maintaining accurate IT asset records and supporting audit and asset decommissioning activities.
• Creating and updating knowledge base articles, user guides and technical documentation to improve team knowledge and consistency.

Skills

Windows 11

Microsoft 365

Google Workspace

Active Directory

Group Policy

2nd Line Support

Troubleshooting

Networking basics

Mobile devices support

Job description

DFS Group in Doncaster is seeking an IT Support Analyst to provide second-line technical support across the business. You will manage hardware, software and system issues and act as escalation point for the 1st Line Service Desk.

Prior experience within a busy retail or multi-site environment is valued. You will troubleshoot a wide range of devices, from laptops to mobile devices, while ensuring SLAs and strong documentation.