Onsite IT Service Desk Analyst — Customer Focus

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

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.