IT Analyst - Desktop

Booker; Wellingborough; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the wholesale industry is seeking an IS Analyst for Workplace Desktop. This hands-on role involves managing the Desktop Support team, ensuring high-quality service delivery, and collaborating with internal and external IT teams. Ideal candidates will have strong leadership and technical support experience, focusing on customer satisfaction and continuous improvement.

Benefits

Employee discounts at Booker and Tesco

Health and Wellbeing support

Retirement savings plan

Life Assurance

Annual Save As You Earn share scheme

Free eye test and discounts on glasses

Discounted RAC breakdown cover

Great holiday package

Qualifications

• Experience in managing Desktop Support teams and ensuring service quality.
• Strong technical support background with leadership skills.

Responsibilities

• Supervise the Desktop Support team and manage daily tasks.
• Ensure compliance with company policies and improve end-user satisfaction.

Skills

Leadership

Technical Support

Customer Service

Service Management

Technical Project Management

Tools

Ivanti Unified Endpoint Management

Windows OS

Microsoft Defender for Endpoints

Sophos

Microsoft Office O365

Job description

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About the role

The IS Analyst for Workplace Desktop works within the IS team of Booker, This position is hands-on and requires a balance between people management, technical support, and service management. You will take ownership of escalated issues, manage workloads, and ensure all incidents and service requests are resolved in line with SLAs. You will work closely with other internal IT teams such as, Infrastructure, Networks, Service Desk, as well as external vendors to ensure seamless support and continuous improvement of IT services.

You will be responsible for

The role focuses on supervision of the Desktop Support team, managing their day to day tasks and priorities. You will also play a critical role in maintaining and improving end-user satisfaction. You will ensure that the Desktop Support Team follow best practices, comply with company policies, and deliver support in a professional and efficient manner. Regular performance monitoring, coaching, and mentoring will be key aspects of your role, alongside reporting on team metrics and contributing to the development of IT support processes.

This role is ideal for someone with strong leadership qualities, excellent technical support experience, and a passion for delivering exceptional customer service. You'll be a role model for your team, promoting a culture of accountability, professionalism, and continuous improvement.

You will need

• Experience of Ivanti Unified Endpoint Management, Windows OS, Microsoft Defender for Endpoints, Sophos, Microsoft Office O365
• Knowledge of wholesale industry business processes
• Service management skills
• Technical project management skills
• Line Management