IT Service Desk Analyst

Heron Foods Limited; Kingston upon Hull; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

30 days annual leave

10% discount at Heron Foods and B&M

Wellbeing support via EAP

Recognition for long service

Job summary

Heron Foods Limited is seeking a dedicated IT Service Desk Analyst to provide first-line technical support for our 340+ retail stores and Store Support Centre. The role operates across a 7‑day schedule (Mon to Sun) with a 37.5‑hour week, including occasional out-of-hours work.

You will serve as the first point of contact, perform remote troubleshooting, and guide users through issues, escalating when needed to higher levels of support.

Qualifications

• Proven experience as an IT Help Desk Technician, or entry/graduate level candidates with a relevant background.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills in verbal and written English.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance over the phone or via email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Walk users through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.

Skills

IT Help Desk

English proficiency

Remote troubleshooting

Communication skills

Tools

Diagnostics tools

Job description

Join Our IT Team: IT Service Desk Analyst Needed in Melton, Hull!

Are you passionate about providing exceptional technical support in a dynamic retail environment? Heron Foods is looking for a dedicated IT Service Desk Analyst / First Line Support Technician to join our busy team. This crucial role involves delivering timely technical assistance to over 340 retail stores and members of our Store Support Centre.

The role may require some out of hours activities from time to time and will be based around a 7-day operation (Mon to Sun - 37.5 hours per week).

Job Purpose:

To provide first-line technical support, resolving basic technical issues and ensuring seamless operation of IT systems across our retail stores and support centre.

As the IT Service Desk Analyst you will be responsible for:

• Serving as the first point of contact for users seeking technical assistance over the phone or via email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by users.
• Walking users through the problem-solving process.
• Directing unresolved issues to the next level of support personnel.

What Heron Foods Offers:

• Annual salary of £26,000.
• 30 days annual leave, with additional leave accrual for long service and option to purchase extra days.
• 10% discount at Heron Foods and B&M stores, with double discount weekends throughout the year.
• Wellbeing support via our 24/7 employee assistance program.
• Reward and recognition schemes, celebrating long service and work anniversaries.

Essential Skills and Experience:

• Proven experience as an IT Help Desk Technician, or entry / graduate level candidates with a relevant background.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills in verbal and written English.

Location Consideration:

• Please note that our Melton location is approximately 10 miles from Hull City Centre with limited public transport. Ensure you can reliably commute to this location before applying.

If you are an IT support professional or a recent graduate looking to start your career in a fast-growing company, Heron Foods wants to hear from you. Join us in our mission to provide excellent technical support and contribute to our ongoing success.