IT Helpdesk Analyst — Warehouse IT Support & Projects

Waterstones; Burton upon Trent; On-site; GBP 22,000 - 30,000; Full time

Job summary

Waterstones is seeking an IT Helpdesk Analyst to join our IT Support team. You will cover incidents, act as the first contact for warehouse users and keep systems and applications running smoothly.

Role involves onboarding, daily maintenance, and working with 3rd parties while adhering to PCI and GDPR. Prior Waterstones experience with iSeries/EPOS is beneficial; strong communication and problem-solving skills are essential.

Qualifications

• Experience in IT helpdesk support or similar role.
• Strong written and verbal communication skills.
• Comfortable liaising with end users, suppliers and onsite staff.

Responsibilities

• Raise, investigate and escalate incidents from start to root cause.
• Be first point of contact for IT support at the warehouse and broader business.
• Carry out daily maintenance tasks and user onboarding.
• Adhere to PCI and GDPR policies; document processes in Confluence.
• Support applications and investigate user queries; contribute workload planning.

Skills

IT Support

Helpdesk

Customer service

Teamwork

Tools

EPOS

iSeries/AS400

RDP/HHTs

Job description

Waterstones is seeking an IT Helpdesk Analyst to join our IT Support team. You will cover incidents, act as the first contact for warehouse users and keep systems and applications running smoothly.

Role involves onboarding, daily maintenance, and working with 3rd parties while adhering to PCI and GDPR. Prior Waterstones experience with iSeries/EPOS is beneficial; strong communication and problem-solving skills are essential.