Hybrid IT Helpdesk Analyst: Incident & User Support

Central England Coop; Lichfield; Hybrid; GBP 21,000 - 29,000; Full time

Job summary

OurCoop in the United Kingdom (Lichfield) is seeking an IT Helpdesk Analyst to provide technical support to internal customers across Retail, Funeral and Support Centre functions. You will resolve incidents, manage tickets, and coordinate escalations with IT teams to minimise business impact from outages.

The role blends office and home working in line with our flexible approach. We value clear communication and a proactive, workload‑aware approach to ticket handling.

Qualifications

• Ideally you bring a technical background and a real interest in IT.
• Essential to the role are strong communication skills and the ability to translate technical speak for end users across all functions.
• You will manage your own workload, prioritise tickets, and keep them updated in a timely manner.

Responsibilities

• Provide technology support to internal customers across Retail, Funeral and Support Centre functions.
• Resolve incidents and requests and ensure tickets are managed within agreed timeframes.
• Act as liaison between IT support teams and help escalate issues effectively.
• Minimise business impact from incidents and coordinate during major outages.

Skills

Technical background

Strong communication

Ticket management

Customer service

Incident coordination

Job description

OurCoop in the United Kingdom (Lichfield) is seeking an IT Helpdesk Analyst to provide technical support to internal customers across Retail, Funeral and Support Centre functions. You will resolve incidents, manage tickets, and coordinate escalations with IT teams to minimise business impact from outages.

The role blends office and home working in line with our flexible approach. We value clear communication and a proactive, workload‑aware approach to ticket handling.