IT Service Desk Analyst

DFS; South Yorkshire; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

22 days holiday

Health cash plan

Employee Assistance Programme

Pension

Life assurance

Sharesave scheme

Cycle to Work

Electric vehicle lease

Volunteer day

Job summary

DFS Group is seeking an IT Service Desk Analyst to be the first point of contact for technical support across our Doncaster site. You will combine technical know-how with a people-first approach, ensuring issues are resolved promptly to keep colleagues connected and productive.

The role is office-based, with an 8 am-6 pm Monday-to-Friday pattern and weekend rota as required. You will log calls, troubleshoot hardware, software, email and device issues, escalate complex problems, and maintain

Qualifications

• 12 months' experience in a Service Desk or end-user support role
• Active Directory experience, basic user setup and administration
• Knowledge of operating systems (Windows 11, macOS, Android) and Google Workspace/Chrome OS
• Experience with ITSM platforms, Jira Service Management, or other recognised tools
• Customer service mindset with friendly, empathetic approach
• Strong attention to detail and ability to record information accurately
• Problem solving capabilities and ability to identify root causes
• Analytical thinking and willingness to learn and adapt

Responsibilities

• Logging calls and providing swift, accurate support per incident management standards
• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues
• Resolving incidents quickly and escalating complex issues as needed
• Escalating to specialist teams for smooth handovers
• Preparing laptops, desktops and mobile devices for colleagues
• Keeping support tickets updated through to resolution
• Collaborating with the team to solve problems and prevent recurrence
• This is an onsite role with weekend rota

Skills

Customer service mindset

Problem solving

Analytical thinking

Ownership / accountability

Willingness to learn

Team collaboration

Tools

Active Directory

Jira Service Management

Google Workspace

Windows 11

macOS

Android

Job description

Job Type: Permanent Job Sector: IT Region: Yorkshire Location: Doncaster Salary Description: Competitive salary based on skills and experience Posted: 05/10/2026 Recruiter: DFS Job Ref: dfsgroup/TP/1953/816

About the role

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.
• This is an onsite role that will involve working weekends on a rota.

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.

Don't let it discourage you if you don't have all of this experience, it's a guideline that will help you hit the ground running.

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.

Our DFS Group benefits

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.

If you need any adjustments or additional support during the application process, please contact our Talent Team at [e-mail] and we will be happy to help.