Multi-Site IT Service Desk Analyst (1st/2nd Line)

Gregory Distribution Ltd; North Tawton; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Additional holiday purchasing scheme*

Retail discounts with CircularBenefits

Retail Trust Wellbeing Support*

Excellent holiday allowance

Life assurance, pension and sickness

Christmas Savings Club*

Job summary

Gregory Distribution Ltd is seeking an IT Service Desk Analyst to provide 1st and 2nd line support across a wide range of systems in a fast-paced environment. You will handle incidents, access requests, and device management across multiple sites, including travel to different Gregory Group locations.

The role requires at least 2 years of IT support experience, strong communication skills, and a customer-first approach.

Qualifications

• Minimum of 2 years' experience in a similar IT support role.
• Experience with 1st and 2nd line troubleshooting.
• Confident in supporting users of varying technical ability.
• Full UK driving licence and willingness to travel.
• Attention to detail and accurate documentation.

Responsibilities

• Resolve incidents and fulfil service requests across multiple UK sites via phone, email, and ITSM platform.
• Log, categorise, prioritise and update tickets in line with SLAs.
• Troubleshoot issues across Windows, Office applications, and warehouse/transport systems, including mobile devices and network printing/telephony.
• Manage user access: account setup, permissions, mailbox and Teams administration, onboarding/offboarding processes.
• Investigate, triage and escalate with clear handover to keep resolution fast.
• Deploy and maintain IT assets; liaise with suppliers and third-party providers.
• Support site openings, relocations, equipment refreshes and other business changes.
• Communicate with users with updates and ownership until resolution.
• Travel to other Gregory Group locations as required.

Skills

IT support

Customer service

1st/2nd line

Communication

Travel-ready

Driving license

Tools

Microsoft Teams

ITSM Platform

Job description

Gregory Distribution Ltd is seeking an IT Service Desk Analyst to provide 1st and 2nd line support across a wide range of systems in a fast-paced environment. You will handle incidents, access requests, and device management across multiple sites, including travel to different Gregory Group locations.

The role requires at least 2 years of IT support experience, strong communication skills, and a customer-first approach.