Onsite IT Service Desk Analyst | Customer-Focused Support

DFS Furniture PLC; Doncaster; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

22 days holiday

Health cash plan

Pension with company contributions

Life assurance

Cycle to Work scheme

Employee discounts

Learning Hub access

Job summary

DFS Group is seeking an IT Service Desk Analyst in Doncaster. You will be the first point of contact for technical support, helping colleagues stay connected with a focus on first-time resolution. The role is office-based, 8 am–6 pm, Monday to Friday, with occasional weekend work on a rota.

You will handle hardware/software issues, password resets, and mobile devices, escalating complex cases when needed and maintaining clear incident records. A positive, customer-focused approach is essential.

Qualifications

• 12 months’ experience in a Service Desk or end-user support role.
• Experience with Active Directory and basic user setup/administration.
• Knowledge of OSes including Google Workspace/Chrome OS, Windows 11, macOS and Android.
• Experience with ITSM platforms, Jira Service Management, or other recognised tools.
• Customer service mindset with good attention to detail and problem solving.

Responsibilities

• Log calls, provide swift, accurate support and resolve issues per incident management standards.
• Tackle hardware, software, email, password resets, mobile devices, and IT equipment issues.
• Resolve incidents quickly and prevent recurrence; escalate complex issues to specialists.
• Prepare laptops, desktops and mobile devices for colleagues.
• Keep support tickets updated with clear notes through resolution.
• Collaborate within a team to solve problems and prevent recurrence.
• This onsite role will involve weekend shifts on a rota.

Skills

Active Directory

Operating systems

Google Workspace

Windows 11

macOS

Android

ITSM tools

Jira Service Management

Customer service

Tools

ITSM platforms

Jira Service Management

Job description

DFS Group is seeking an IT Service Desk Analyst in Doncaster. You will be the first point of contact for technical support, helping colleagues stay connected with a focus on first-time resolution. The role is office-based, 8 am–6 pm, Monday to Friday, with occasional weekend work on a rota.

You will handle hardware/software issues, password resets, and mobile devices, escalating complex cases when needed and maintaining clear incident records. A positive, customer-focused approach is essential.