IT Service Desk Analyst — Onsite Support & Growth Path

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

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