Hybrid IT Helpdesk Analyst - End-User Support & Outages

Central England Coop; Lichfield; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

Central England Coop is seeking an IT Helpdesk Analyst to support internal customers across multiple functions, delivering timely incident resolution and ticket management. The role includes coordinating with IT teams and acting as the point of contact during major outages, while promoting effective communication and end-user friendly explanations.

The position supports a mixed office and home-based working pattern, reflecting the organisation’s flexible office culture.

Qualifications

• Strong communication skills and ability to translate technical language for non-technical users.
• Ability to manage own workload, prioritise and update tickets promptly.
• Interest in IT with a technical background.

Responsibilities

• Provide technology support to internal customers across Retail, Funeral and Support Centre functions.
• Resolve incidents and requests, ensuring tickets are managed within agreed timeframes.
• Act as liaison between IT support teams and coordinate escalations during major outages.
• Minimise business impact from incidents by clear communication with stakeholders.

Job description

Central England Coop is seeking an IT Helpdesk Analyst to support internal customers across multiple functions, delivering timely incident resolution and ticket management. The role includes coordinating with IT teams and acting as the point of contact during major outages, while promoting effective communication and end-user friendly explanations.

The position supports a mixed office and home-based working pattern, reflecting the organisation’s flexible office culture.