Information Technology Service Desk

DFS Group Ltd; Doncaster; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

22 days holiday

Enhanced parental leave

Health cash plan

Employee Assistance Programme

Pension with company contributions

Life assurance

Sharesave scheme

Structured induction

Learning Hub access

Leadership development and apprentices

30% colleague discount

15% for friends and family

SmartTech scheme

Cycle to Work scheme

Electric vehicle lease

One paid volunteering day

Job summary

DFS Group Ltd is seeking an IT Service Desk Analyst to be the first point of contact for technical support across the DFS network. This office-based role operates 8 am–6 pm, Monday to Friday, with occasional weekend work. You will log calls, resolve hardware/software issues, and escalate complex problems to specialist teams.

The role emphasizes a people-first approach to problem-solving, strong customer service, and meticulous ticket documentation to ensure rapid resolution.

Qualifications

• At least 12 months’ experience in a Service Desk or end-user support role.
• Active Directory experience, basic user setup and administration.
• Knowledge of operating systems, Google Workspace/Chrome OS, Windows 11, macOS and Android.
• Experience with basic networking and monitoring tools, mobile device management, and can resolve common print solution issues.
• Experience with ITSM platforms, Jira Service Management, or other recognised tools.
• A customer service mindset. Friendly, approachable and empathetic.
• Great attention to detail and the ability to record information accurately.
• Problem solving capabilities with ability to identify root causes, not just symptoms.
• Strong analytical thinking with ability to think outside the box.

Responsibilities

• Logging calls, providing swift and accurate support, and resolving issues in line with incident management standards.
• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy.
• Resolving incidents/problems quickly, raising the bar for support excellence, and preventing recurrence.
• Escalating complex issues to specialist teams with smooth handover.
• Working in a dynamic, fast-paced environment while staying cool and dependable.
• Preparing laptops, desktops, and mobile devices for colleagues to hit the ground running.
• Keeping support tickets updated with clear notes through to resolution.
• Collaborating within a team to solve problems/incidents and prevent recurrence.

Skills

Active Directory

Windows 11

macOS

Android

Google Workspace

ITSM tools

Customer service

Problem solving

Root cause analysis

Attention to detail

Tools

Jira Service Management

Monitoring tools

Job description

About the role

As an IT Service Desk Analyst, you’ll be the first point of contact for technical support across DFS. You’ll provide friendly and efficient assistance with a focus on getting things right the first time, ensuring our colleagues stay connected, supported, and empowered to do their best work. You’ll bring together your technical know-how with a people-first approach to problem-solving.

This is an office-based role, with the shift pattern being 8 am-6 pm Monday to Friday, with the occasional weekend work involved.

What you’ll be responsible for

• Logging calls, providing swift and accurate support, and resolving issues in line with our incident management standards.
• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.
• Resolving incidents/problems quickly and accurately, raising the bar for support excellence, and preventing recurrence.
• Escalating complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.
• Working comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.
• Preparing laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
• Keeping support tickets updated with clear, concise notes right through to resolution.
• Working within a Team to collaborate to solve problems/incidents and prevent recurrence

We’re looking for someone who has

• At least 12 months’ experience in a Service Desk or end-user support role
• Active Directory experience, basic user setup and administration
• Knowledge of operating systems, Google Workspace/Chrome OS, Windows 11, macOS and Android.
• Experience with basic networking and monitoring tools, mobile device management, and can resolve common print solution issues
• Experience with ITSM platforms, Jira Service Management, or other recognised tools
• A customer service mindset. Someone who is friendly, approachable, and empathetic.
• Great attention to detail and has the ability to record information accurately.
• Problem solving capabilities, and is able to identify root causes, not just symptoms.
• Strong analytical thinking, the ability to think outside the box, seeing problems and incidents from a different angle.
• A positive attitude, a willingness to learn and optimism.
• The desire to take accountability, taking ownership of your work and delivering reliable results with a high degree of detail.

Room to grow

Everyone at DFS Group begins with a structured induction designed to help you understand our brands, our culture and how we work together.

From day one, you will have access to our online Learning Hub, filled with digital courses, tools and resources to support your development.

For leaders, we offer virtual workshops focused on building confident, capable leadership. We also run skills-based workshops to strengthen core capabilities across the business.

Colleagues can also undertake nationally recognised qualifications through our apprenticeship programmes, giving you the opportunity to gain external accreditation while you grow your career with us.

Our DFS Group benefits

We believe great work deserves great support. That’s why we offer benefits that help you grow, feel looked after, and enjoy life beyond work. Here’s what we have to offer:

• 22 days holiday, plus the option to buy up to 5 more
• Enhanced parental leave
• Health cash plan from £1 a month, with everyday cashback
• Employee Assistance Programme for support when you need it
• Extras like flu vouchers, menopause support and health check
• Pension with company contributions
• Life assurance for peace of mind
• Sharesave scheme to save each month and invest in our future
• Structured induction from day one
• Access to our Learning Hub and skills workshops
• Leadership development and apprenticeship programmes
• 30% colleague discount, plus 15% for friends and family, three times a year
• Discounts and cashback at hundreds of retailers
• SmartTech scheme to buy tech up to £1,000
• Cycle to Work scheme for bikes and accessories up to £1,500 through salary sacrifice
• Electric vehicle lease scheme with Octopus to help you save and reduce your impact
• One paid volunteering day each year

Equal opportunities

We’re proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve and makes room for different backgrounds, perspectives and experiences.

We turn that commitment into action through colleague networks, trusted partnerships and recognised accessibility initiatives such as the Hidden Disabilities Sunflower.

If your experience does not quite match every part of the role, we’d still love to hear from you.