IT Service Desk Analyst (1st line)

Confidential; Portsmouth; On-site; GBP 48,216,000 - 50,971,000; Full time

Job summary

Confidential in Portsmouth is seeking a Retail IT Service Desk Analyst (1st Line) to support UK Retail stores on-site, ensuring POS, CRM and digital signage stay online to trade.

You will handle first-contact incidents, perform basic troubleshooting on desktop and iOS devices, manage tickets in ServiceNOW, and coordinate with second-line teams. Travel within the UK may be required.

Qualifications

• Experience in a 1st line IT support role with fast incident closure.
• Understanding of POS, CRM, and digital signage in retail.
• Strong knowledge of Windows OS, Windows Server, and MS Office.
• Experience managing iOS devices in an enterprise environment.
• Basic networking knowledge including in-store Wi‑Fi.

Responsibilities

• Serve as the first contact for UK Retail stores via phone and email.
• Provide 1st line troubleshooting for desktop and iOS devices.
• Manage incidents and SLAs; escalate to 2nd line or third-party.
• Monitor retail systems, servers, and daily ops.
• Install and test hardware/software for in-store deployments.
• Update knowledgebase and support IT team.
• Travel within UK/Ireland for on-site store support (potential overnight stays).

Skills

1st line support

Customer service

Communication

Teamwork

Adaptability

Tools

ServiceNOW

POS systems

CRM systems

Remote desktop tools

Microsoft Windows

Job description

Retail IT Service Desk Analyst (1st Line)

Location: Portsmouth (On-site, full-time)

Salary: £17.00 per hour

Contract Length: 6-month contract

Role Overview

As a leading high-profile beauty retailer, we are expanding our capabilities and seeking a dynamic Retail IT Service Desk Analyst (1st Line Support) to join our team based in Fareham.

The Service Desk acts as the primary point of contact for our UK Retail stores, supporting the critical technology and systems that drive our business-including Point of Sale (POS) transactions, CRM systems, and consumer-engaging digital experiences (such as digital signage, social media integrations, and interactive apps).

This is a fast-paced, high-touch role. You will be 100% consumer-orientated, delivering exceptional customer service to our business users, managing incidents against defined SLAs, and keeping our retail stores highly available to trade and operate.

Key Responsibilities

• First Point of Contact: Act as the primary contact for UK Retail stores experiencing IT issues, maintaining an exceptional level of customer service via phone and email.
• Technical Troubleshooting: Provide 1st line technical analysis, problem-solving, and troubleshooting for desktop and iOS software/hardware using remote desktop tools.
• Incident & SLA Management: Drive down incidents, respond to and resolve support tickets, and expand complex issues through ServiceNOW to the 2nd Line team or third-party suppliers.
• System Monitoring: Proactively monitor retail systems, servers, and daily administrative operational processes to ensure high availability.
• Hardware & Software Deployment: Install, configure, and test hardware and software for in-store installations.
• Collaboration & Knowledge Sharing: Review and update knowledgebase documentation, perform basic administrative tasks, and support the wider IT team.
• Field Support: Travel within the UK/Ireland to store locations to assist with on-site installations. Note: This may occasionally require extended days and overnight stays.

Skills and Qualifications

To be successful in this role, you will need a blend of technical capability and outstanding customer service skills.

Technical Requirements

• - Experience: Proven track record in an IT support role at a 1st line level, ideally with a history of high incident closure rates.
• - Retail Systems: A good understanding of Retail Systems (POS, CRM, Digital Signage).
• - OS & Software: Strong knowledge of Microsoft Operating Systems, Windows Servers, and Microsoft Office packages.
• - Mobile Device Management: Experience managing iOS devices within an enterprise environment.
• - Networking: Foundational network infrastructure knowledge, specifically around corporate and in-store Wi-Fi networks.
• - Databases: Experience with SQL databases (or similar enterprise databases).

Core Competencies

• - Communication: Excellent verbal and written communication skills with a high-touch, professional telephone manner.
• - Adaptability: Ability to thrive in a highly dynamic, fluid, and fast-changing working environment.
• - Organization: Strong initiative with the ability to schedule and prioritize your own workload to meet pressing business needs.
• - Teamwork: A supportive, team-focused attitude, with the flexibility to work effectively on a shift basis.