Service Desk Analyst

B&M Retail Limited; Liverpool; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Discount in stores

Colleague portal discounts

Hospitality & more

Job summary

B&M Retail Limited is seeking a Level 1 Service Desk Analyst to be the first contact for IT support. You will help resolve issues, log tickets, and maintain service standards from an office in Runcorn with one day remote work.

This entry-level role offers training and a chance to develop your IT knowledge and customer service skills within a supportive team.

Qualifications

• Entry-level role suitable for starting a career in IT support.
• No prior service desk experience required; full training provided.
• Strong communication and customer service skills are essential.

Responsibilities

• Provide first-line IT support via phone, email, and support systems.
• Log, categorize, and prioritise tickets with accurate records.
• Troubleshoot hardware, software, and Microsoft 365 issues.
• Assist with user account administration including password resets.
• Escalate complex issues to appropriate teams as needed.
• Work within service levels to ensure timely resolutions.

Skills

Technology enthusiasm

Communication skills

Customer service

Problem solving

Multitasking

Willingness to learn

Education

Entry-level

Tools

Microsoft 365

Job description

Are you passionate about technology and enjoy helping people solve problems?

As a Level 1 Service Desk Analyst, you will be the first point of contact for IT support across the business, providing technical assistance and ensuring colleagues receive a professional and efficient service. You'll work with a range of systems and technologies, helping to resolve issues and keep our operations running smoothly.

Working as part of the Service Desk team, you will gain valuable experience across a broad range of IT support activities while developing your technical knowledge and customer service skills.

This position is office-based 4 days a week in Runcorn, Cheshire, with 1 day working from home.

What you'll be doing:

• Providing first-line support for IT incidents and service requests via phone, email, and support systems.
• Logging, categorising, and prioritising tickets while ensuring accurate records are maintained.
• Troubleshooting hardware, software, and Microsoft 365-related issues.
• Supporting user account administration, including password resets and access requests.
• Escalating complex issues to the appropriate support teams when required.
• Working within agreed service levels to ensure excellent customer service and timely issue resolution.

What you'll bring:

• A passion for technology and a desire to build a career within IT.
• Strong communication and customer service skills.
• Good problem-solving abilities and attention to detail.
• The ability to manage and prioritise multiple tasks effectively.
• A positive attitude and willingness to learn new skills.

This role is an excellent entry-level opportunity, ideal for someone looking to start or develop a career in IT support. Previous Service Desk or technical support experience would be beneficial but is not essential, as full training will be provided.

Why B&M?

We offer you a range of great benefits including discount in our stores, a colleague portal offering discount for numerous retailers, hospitality & much more! Check out our full benefits here - https://careers.bmstores.co.uk/our-bm-benefits/

At B&M, we're proud to be one of the UK's fastest-growing retailers. If you're passionate about technology, enjoy helping others, and want to develop your career within a supportive IT team, we'd love to hear from you!

B&M is an equal opportunities employer. We are committed to creating an inclusive, welcoming environment for all.

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