Retail IT Service Desk Analyst - Frontline Tech Support

Heron Foods Limited; Kingston upon Hull; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

30 days annual leave

10% discount at Heron Foods and B&M

Wellbeing support via EAP

Recognition for long service

Job summary

Heron Foods Limited is seeking a dedicated IT Service Desk Analyst to provide first-line technical support for our 340+ retail stores and Store Support Centre. The role operates across a 7‑day schedule (Mon to Sun) with a 37.5‑hour week, including occasional out-of-hours work.

You will serve as the first point of contact, perform remote troubleshooting, and guide users through issues, escalating when needed to higher levels of support.

Qualifications

• Proven experience as an IT Help Desk Technician, or entry/graduate level candidates with a relevant background.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills in verbal and written English.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance over the phone or via email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Walk users through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.

Skills

IT Help Desk

English proficiency

Remote troubleshooting

Communication skills

Tools

Diagnostics tools

Job description

Heron Foods Limited is seeking a dedicated IT Service Desk Analyst to provide first-line technical support for our 340+ retail stores and Store Support Centre. The role operates across a 7‑day schedule (Mon to Sun) with a 37.5‑hour week, including occasional out-of-hours work.

You will serve as the first point of contact, perform remote troubleshooting, and guide users through issues, escalating when needed to higher levels of support.