Retail IT Support Specialist — 1st Line

Randstad Technologies Recruitment; Portsmouth; On-site; GBP 23,000 - 31,000; Full time

Job summary

Randstad Technologies Recruitment is seeking a proactive Retail IT Service Desk Analyst (1st Line) to support our client's nationwide retail stores from Portsmouth. You will handle POS, CRM, and device issues, delivering high-touch customer service in a fast-paced retail environment.

You'll troubleshoot EPOS hardware, printers, mobile devices, and network connectivity, logging incidents in ServiceNow and collaborating with store teams across the UK/Ireland. Some travel may be required.

Qualifications

• 1+ year experience in IT Helpdesk or 1st line support.
• Experience with EPOS hardware/software and CRM workflows.
• Strong Windows 10/11 and Microsoft 365 knowledge; MDM experience is a plus.
• Willingness to travel to stores across the UK/Ireland.

Responsibilities

• Provide first-line technical support to store managers and retail teams via phone, email, and ticketing queues.
• Log, prioritize, troubleshoot, and resolve incidents in ServiceNow.
• Diagnose and resolve issues with EPOS terminals, printers, scanners, payment terminals (PEDs), and digital signage.
• Deploy and troubleshoot corporate iOS devices used for assisted selling, inventory management, and digital clienteling.
• Assist with basic network checks (in-store Wi‑Fi, routers/switches), user access requests, and basic SQL/database queries.
• Configure new store hardware kits and occasionally travel to store locations for openings or refits.

Skills

1st Line Support

Retail IT

Windows 10/11

Microsoft 365

MDM (Intune/Jamf)

Networking basics

Service mindset

Flexibility

Tools

ServiceNow

POS systems

EPOS hardware

CRM workflows

Intune

Jamf

Job description

Randstad Technologies Recruitment is seeking a proactive Retail IT Service Desk Analyst (1st Line) to support our client's nationwide retail stores from Portsmouth. You will handle POS, CRM, and device issues, delivering high-touch customer service in a fast-paced retail environment.

You'll troubleshoot EPOS hardware, printers, mobile devices, and network connectivity, logging incidents in ServiceNow and collaborating with store teams across the UK/Ireland. Some travel may be required.