IT Service Desk Analyst cloned on 29-07-26 08:32:06

DFS; Doncaster; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

22 days holiday

Health cash plan

Pension

Life assurance

Cycle to Work

Learning Hub access

Apprenticeship programmes

Job summary

DFS Group in Doncaster is seeking an IT Service Desk Analyst to be the first point of contact for technical support, ensuring a friendly, efficient service and resolving incidents to keep colleagues productive. This office-based role runs 8 am–6 pm, Monday to Friday, with weekend duties on a rota.

You will log calls, support hardware/software, AD, Google Workspace and Windows/macOS, escalating complex issues as needed.

Qualifications

• 12+ months experience in a Service Desk or end-user support role.
• Active Directory experience and basic user setup/administration.
• Knowledge of Windows 11, macOS, Android and Google Workspace/Chrome OS.
• Experience with basic networking and monitoring tools, mobile device management, and printing issues.
• Experience with ITSM platforms, Jira Service Management, or other recognised tools.
• Customer service mindset: friendly, approachable, empathetic.
• Strong attention to detail and accurate information recording.
• Problem solving abilities and root-cause analysis.
• Analytical thinking and ability to see problems from different angles.
• Positive attitude, willingness to learn, and accountability.

Responsibilities

• Log calls, provide swift support, and resolve issues per incident standards.
• Resolve hardware, software, email, password resets, mobile devices, and IT equipment issues.
• Escalate complex issues to specialist teams for a smooth handover.
• Maintain clear, concise notes in tickets through to resolution.
• Collaborate within a team to solve problems and prevent recurrence.
• Onsite role with weekend rota.

Skills

Service desk experience

Active Directory

Operating systems

Google Workspace/Chrome OS

Networking basics

Mobile device management

Print solutions

ITSM familiarity

Jira Service Management

Customer-focused mindset

Attention to detail

Problem solving

Analytical thinking

Tools

Jira Service Management

ITSM tools

Job description

IT Service Desk Analyst cloned on 29-07-26 08:32:06

Job Type: Permanent Job Sector: IT Region: Yorkshire Location: Doncaster Salary Description: Competitive salary based on skills and experience Posted: 29/07/2026 Recruiter: DFS Job Ref: dfsgroup/TP/1953/461

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.

What we’re looking for

• 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

• 22 days holiday, plus the option to buy up to 5 more
• Enhanced family leave, with up to 20 weeks at 90% pay after one year, or 10 weeks at 90% if you’ve been with us less than a year
• Health cash plan from £2 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 through salary sacrifice
• Cycle to Work scheme for bikes and accessories up to £1,500
• 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.