IT Service Desk Analyst: First‑Line Tech Support

DFS Group Ltd; Doncaster; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

22 days holiday

Enhanced parental leave

Health cash plan

Employee Assistance Programme

Pension with company contributions

Life assurance

Sharesave scheme

Structured induction

Learning Hub access

Leadership development and apprentices

30% colleague discount

15% for friends and family

SmartTech scheme

Cycle to Work scheme

Electric vehicle lease

One paid volunteering 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 DFS network. This office-based role operates 8 am–6 pm, Monday to Friday, with occasional weekend work. You will log calls, resolve hardware/software issues, and escalate complex problems to specialist teams.

The role emphasizes a people-first approach to problem-solving, strong customer service, and meticulous ticket documentation to ensure rapid resolution.

Qualifications

• 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. Friendly, approachable and empathetic.
• Great attention to detail and the ability to record information accurately.
• Problem solving capabilities with ability to identify root causes, not just symptoms.
• Strong analytical thinking with ability to think outside the box.

Responsibilities

• Logging calls, providing swift and accurate support, and resolving issues in line with incident management standards.
• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy.
• Resolving incidents/problems quickly, raising the bar for support excellence, and preventing recurrence.
• Escalating complex issues to specialist teams with smooth handover.
• Working in a dynamic, fast-paced environment while staying cool and dependable.
• Preparing laptops, desktops, and mobile devices for colleagues to hit the ground running.
• Keeping support tickets updated with clear notes through to resolution.
• Collaborating within a team to solve problems/incidents and prevent recurrence.

Skills

Active Directory

Windows 11

macOS

Android

Google Workspace

ITSM tools

Customer service

Problem solving

Root cause analysis

Attention to detail

Tools

Jira Service Management

Monitoring tools

Job description

DFS Group Ltd is seeking an IT Service Desk Analyst to be the first point of contact for technical support across the DFS network. This office-based role operates 8 am–6 pm, Monday to Friday, with occasional weekend work. You will log calls, resolve hardware/software issues, and escalate complex problems to specialist teams.

The role emphasizes a people-first approach to problem-solving, strong customer service, and meticulous ticket documentation to ensure rapid resolution.