IT Helpdesk Analyst

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

What will you be doing?

We are fully embracing the new office ways of working culture, so a mixture of both office (Lichfield) and home working is on offer

You’ll provide technology support to internal customers from across our Retail, Funeral and Support Centre functions.

Resolving incidents and requests, you'll also make sure that tickets are managed effectively and within agreed timeframes.

As an IT Helpdesk Analyst, you'll play a key role as a liaison between different IT support teams and help to make sure that escalations are effectively dealt with as well.

You’ll help to make sure that business impacts from incidents is kept minimal. As part of this you'll be the point of contact and coordinator during major outages.

How will I know if I am right for this role?

Ideally we are looking for someone who can bring a technical background and a real interest in IT.

Essential to the role will be strong communication skills- with an ability to translate technical speak into a language that is friendly for end users across all business functions.

You’ll need to be able to manage your own workload effectively, ensuring that tickets are prioritised and updated in a timely manner.

Everyone is welcome here. We're happy to make reasonable adjustments so that all our candidates can show us how they'll perform their role. There is a section in the application form where you can provide any additional information. Please use this section to include any reasonable adjustments you need, and we'll do our best to support you through our recruitment process.

Who are we?

OurCoop is the UK's largest independent co-operative Society, with more than one million Members and 13,000 colleagues operating in communities nationwide. It was formed by bringing together Central Co-op, The Midcounties Co-operativeand Chelmsford Star Co-op to create a stronger, member-owned organisation rooted in shared co-operative values.

The Society trades nationally through its family of businesses while remaining deeply rooted in local communities. Its footprint spans Gloucestershire, Oxfordshire, Wiltshire and Bedfordshire in the South and West; the Midlands including Derbyshire, Staffordshireand Northamptonshire; the North including Cheshire, Greater Manchester, Lancashireand Yorkshire; and the East of England, including Essex, Norfolkand Suffolk.

OurCoop and its family of businesses are trading names of Central England Co-operative Limited.

Why join us?

The enthusiasm and commitment of our colleagues is what keeps our customers coming back, and every role plays an important part in making a real difference each day.

As a co-operative built on the values of equity, solidarity and community, we believe our colleagues should be recognised and rewarded for the contribution they make.

That's why we offer a competitive salary, generous holiday entitlement that increases with service, and a wide range of colleague benefits. From colleague discounts, recognition programmes and personalised learning and development opportunities to paid volunteering time and enhanced family friendly policies, we're committed to helping our colleagues feel valued, supported and able to thrive.

Wellbeing is a priority for us, and we provide a range of benefits and support designed to help colleagues look after their physical, mental and financial wellbeing. Whatever stage of life you're at, we're here to help you achieve your personal and professional goals.

To learn more about our rewards and benefits, please visit Rewards and benefits - Central Coop