Retail IT Service Desk Analyst (1st Line) – On-site

Randstad Delivery (GBS); Fareham, Portsmouth; On-site; GBP 45,461,000 - 49,594,000; Full time

Job summary

Randstad Delivery (GBS) in Portsmouth requires a Retail IT Service Desk Analyst (1st Line) to support UK Retail stores. The role focuses on POS, CRM and digital experiences, delivering high-quality service and handling incidents to keep stores trading.

You will perform 1st line troubleshooting, use remote desktop tools, and manage incidents with ServiceNOW, including on-site deployments and occasional travel across the UK/Ireland.

Qualifications

• Experience in a 1st line IT support role with high incident closure rates.
• Good understanding of Retail Systems (POS, CRM, Digital Signage).
• Strong knowledge of Windows OS/Servers and Microsoft Office.
• Experience managing iOS devices in an enterprise environment.

Responsibilities

• Act as the primary contact for UK Retail stores with IT issues, via phone and email.
• Provide 1st line troubleshooting for desktop and iOS software/hardware using remote tools.
• Drive incident management, SLA adherence, and escalate via ServiceNOW as needed.
• Monitor retail systems, servers and daily ops to ensure high availability.
• Install, configure and test hardware/software for in-store deployments.
• Review and update knowledgebase documents and support the wider IT team.
• Travel within the UK/Ireland to store locations for on-site installations.

Skills

Communication

Adaptability

Organization

Teamwork

Tools

ServiceNOW

Remote desktop tools

SQL databases

Microsoft Office

MDM (iOS)

Job description

Randstad Delivery (GBS) in Portsmouth requires a Retail IT Service Desk Analyst (1st Line) to support UK Retail stores. The role focuses on POS, CRM and digital experiences, delivering high-quality service and handling incidents to keep stores trading.

You will perform 1st line troubleshooting, use remote desktop tools, and manage incidents with ServiceNOW, including on-site deployments and occasional travel across the UK/Ireland.