Onsite IT Service Desk Analyst (Weekends)

DFS Trading Ltd; Doncaster; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

22 days holiday

Health cash plan

Pension

Life assurance

Cycle to Work scheme

Employee Assistance Programme

Sharesave scheme

Learning Hub access

Discounts and cashback

Job summary

DFS Group is seeking an IT Service Desk Analyst to be the first point of contact for technical support across the business. You will log calls, resolve incidents promptly, and escalate complex issues while maintaining a calm, customer-focused approach.

The role is office-based with a schedule from 8 am to 6 pm, Monday to Friday, with weekend rota work. You will collaborate with teams to ensure devices and services are ready for colleagues to work effectively.

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.

Responsibilities

• Logging calls, providing swift and accurate support, and resolving issues in line with our incident management standards.
• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.
• Resolving incidents/problems quickly and accurately, raising the bar for support excellence, and preventing recurrence.
• Escalating complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.
• Preparing laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.
• Keeping support tickets updated with clear, concise notes right through to resolution.
• This is an onsite role that will involve working weekends on a rota.

Skills

Active Directory

End-user support

Customer service

Problem solving

Analytical thinking

Tools

Jira Service Management

ITSM platforms

Mobile Device Management

Job description

DFS Group is seeking an IT Service Desk Analyst to be the first point of contact for technical support across the business. You will log calls, resolve incidents promptly, and escalate complex issues while maintaining a calm, customer-focused approach.

The role is office-based with a schedule from 8 am to 6 pm, Monday to Friday, with weekend rota work. You will collaborate with teams to ensure devices and services are ready for colleagues to work effectively.