IT Service Desk Analyst

DFS Group Ltd; Doncaster; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

22 days holiday

Health cash plan

Pension with company contributions

Life assurance

Sharesave scheme

Cycle to Work scheme

Electric vehicle lease

Volunteer 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 business. The role is office-based with a Monday–Friday 8am–6pm pattern and occasional weekend work.

You’ll log calls, troubleshoot hardware and software issues, reset passwords, and coordinate with specialist teams to ensure incidents are resolved promptly while keeping colleagues connected and supported.

Qualifications

• 12+ months of service desk or end-user support experience.
• Experience with user setup and Active Directory administration.
• Knowledge of Windows 11, macOS, and Chrome OS environments.
• Familiarity with ITSM tools like Jira Service Management.

Responsibilities

• Log calls, provide accurate support and resolve issues per incident standards.
• Handle hardware, software, email, password resets and mobile device issues.
• Escalate complex issues to specialist teams with clear handover.
• Keep tickets updated with concise notes through resolution.
• Work collaboratively in a dynamic, fast-paced IT support team.
• Prepare laptops, desktops and mobile devices for colleagues.
• Identify root causes and prevent recurrence of incidents.
• Maintain a high level of customer service and accountability.

Skills

Customer service mindset

Problem solving

Root cause analysis

Team collaboration

Attention to detail

Adaptability

Tools

Active Directory

Google Workspace

Windows 11

macOS

Android

Jira Service Management

Job description

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.

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.