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Randstad CPE; Portsmouth; On-site; GBP 22,000 - 25,000; Full time

Job summary

Randstad CPE is seeking a Retail IT Service Desk Analyst (1st Line) based onsite in Portsmouth to support UK Retail stores. The role focuses on POS, CRM, and digital signage, delivering high-quality customer service and fast incident resolution.

Responsibilities include acting as the first contact, 1st line troubleshooting, ServiceNow case routing, system monitoring, and on-site hardware deployments across UK stores. Occasional travel within the UK/Ireland required.

Qualifications

• Proven track record in IT support at 1st line level.
• Experience with Retail Systems (POS, CRM, Digital Signage).
• Strong knowledge of Windows OS, Windows Server, and MS Office.
• Experience managing iOS devices in an enterprise setting.

Responsibilities

• Act as the primary contact for UK Retail stores with IT issues via phone and email.
• Provide 1st line technical analysis and troubleshooting for desktop/iOS devices.
• Resolve tickets and route complex issues to 2nd line or suppliers via ServiceNow.
• Monitor retail systems, servers and daily admin processes for high availability.
• Install, configure and test hardware/software for in-store installations.
• Travel within the UK/Ireland for on-site store support; overnight stays may occur.

Skills

1st line support

Retail POS

CRM systems

Digital signage

Windows OS

Windows Server

SQL databases

Networking basics

iOS device management

Remote desktop

Customer service

Tools

ServiceNow

Remote Desktop tools

Microsoft Office

Job description

Retail IT Service Desk Analyst (1st Line)

Location

Portsmouth (On-site, full-time)

£17.00 per hour

6-month contract

Role Overview

As a leading high-profile beauty retailer, we are expanding our capabilities and seeking a dynamic

Retail IT Service Desk Analyst (1st Line Support)

to join our team based in Fareham.

The Service Desk acts as the primary point of contact for our UK Retail stores, supporting the critical technology and systems that drive our business-including Point of Sale (POS) transactions, CRM systems, and consumer-engaging digital experiences (such as digital signage, social media integrations, and interactive apps).

This is a fast-paced, high-touch role. You will be 100% consumer-orientated, delivering exceptional customer service to our business users, managing incidents against defined SLAs, and keeping our retail stores highly available to trade and operate.

Key Responsibilities

As part of the Level 1 Support Team, your day-to-day duties will include:

First Point of Contact

Act as the primary contact for UK Retail stores experiencing IT issues, maintaining an exceptional level of customer service via phone and email.

Technical Troubleshooting

Provide 1st line technical analysis, problem-solving, and troubleshooting for desktop and iOS software/hardware using remote desktop tools.

Drive down incidents, respond to and resolve support tickets, and elevate complex issues through

ServiceNOW

to the 2nd Line team or third-party suppliers.

System Monitoring

Proactively monitor retail systems, servers, and daily administrative operational processes to ensure high availability.

Hardware & Software Deployment

Install, configure, and test hardware and software for in-store installations.

Review and update knowledgebase documentation, perform basic administrative tasks, and support the wider IT team.

Field Support

Travel within the UK/Ireland to store locations to assist with on-site installations.

Note: This may occasionally require extended days and overnight stays.

Skills and Qualifications

To be successful in this role, you will need a blend of technical capability and outstanding customer service skills.

Technical Requirements

Experience

Proven track record in an IT support role at a 1st line level, ideally with a history of high incident closure rates.

Retail Systems

A good understanding of Retail Systems (POS, CRM, Digital Signage).

OS & Software

Strong knowledge of Microsoft Operating Systems, Windows Servers, and Microsoft Office packages.

Experience managing iOS devices within an enterprise environment.

Networking

Foundational network infrastructure knowledge, specifically around corporate and in-store Wi-Fi networks.

Databases

Experience with SQL databases (or similar enterprise databases).

Core Competencies

Communication

Excellent verbal and written communication skills with a high-touch, professional telephone manner.

Ability to thrive in a highly dynamic, fluid, and fast-changing working environment.

Organization

Strong initiative with the ability to schedule and prioritize your own workload to meet pressing business needs.

Teamwork

A supportive, team-focused attitude, with the flexibility to work effectively on a shift basis.