Service Desk Analyst

Card Factory plc; Wakefield; On-site; GBP 22,000 - 30,000; Full time

Job summary

Card Factory plc is seeking an IT Service Desk Analyst to be the first point of contact for colleagues and suppliers, providing IT support across phone, email and in person at our Wakefield Support Centre.

You will log every query in Halo ITSM, support devices, MS Office, POS and ERP, work with IT teams to meet SLAs, and drive improvements through knowledge sharing and proactive problem solving.

Qualifications

• Experience on an IT Service Desk
• Strong technical knowledge across MS Office, POS systems, networking basics, and Active Directory
• Understanding of ITIL best practices and how they apply day-to-day
• Excellent communication and problem-solving skills with a positive, can-do attitude
• Flexibility to work outside core hours when needed

Responsibilities

• Be the first point of contact for colleagues and suppliers for IT support via phone, email, or in person.
• Log every query accurately in Halo ITSM so nothing gets missed.
• Support end-user devices, printers, MS Office, POS, and ERP.
• Work with IT teams to resolve issues within SLAs and escalate when needed.
• Provide progress updates and own cases from start to finish.
• Identify patterns to prevent repeat issues and improve service.
• Manage user accounts and access, liaise with external support partners, contribute to knowledge base.

Skills

IT Service Desk experience

MS Office

POS systems

Networking basics

Active Directory

Communication skills

Problem solving

Flexibility

Tools

Halo ITSM

Job description

About The Role

Are you passionate about tech and love helping people? Do you thrive in a fast-paced environment where no two days are the same? If so, we’ve got an exciting opportunity for you to join our team as an IT Service Desk Analyst.

Based on site at our Support Centre in Wakefield, this isn’t just another IT role - it’s a chance to be part of a team that’s shaping the future of cardfactory. We’re on a transformation journey, and our IT Department is right at the heart of it. This is your chance to make a real impact, develop your skills, and be part of something big.

With great progression opportunities and the chance to get involved in a variety of technologies, you’ll be supported to grow throughout our new five-year strategy.

This role also includes participation in an on-call rota, providing out-of-hours support as required.

If you’re motivated, love working with people, and want to be part of a supportive team, we’d love to hear from you.

What you’ll be doing:

You’ll be the first point of contact for colleagues and suppliers whenever they need IT support, whether that’s over the phone, by email, or in person. Every query you receive will be logged accurately in our IT Service Management tool (Halo), so nothing gets missed.

Your role will involve supporting a wide range of technology, from end-user devices and printers to MS Office and core business applications like POS and ERP. You’ll work closely with other IT teams to make sure issues are resolved within agreed SLAs, and when something needs extra attention, you’ll elevate it to the right team or third-party partner.

Keeping users updated is key, so you’ll provide clear progress updates on their requests and incidents. You’ll also take ownership of each case from start to finish, ensuring every action is recorded and nothing falls through the cracks.

Beyond day-to-day fixes, you’ll look for patterns and trends, helping us prevent repeat issues and improve our service. You’ll manage user accounts and access, liaise with external support partners, and contribute to our knowledge base so the whole team benefits from shared expertise.

What we’re looking for:

• Experience working on an IT Service Desk, ideally in a retail environment.


• Strong technical knowledge across MS Office, POS systems, networking basics, and Active Directory.


• A good understanding of ITIL best practices and how they apply day-to-day.


• Excellent communication and problem-solving skills, with a positive, can-do attitude.


• Flexibility to work outside core hours when needed.