Hybrid IT Service Desk Analyst (Level 1) - First-Line Support

B&M Retail; United States; Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Store discounts

Colleague portal discounts

Hospitality benefits

Job summary

B&M Retail is seeking a Level 1 Service Desk Analyst to be the first point of contact for IT support across the business. You will provide technical assistance and help colleagues resolve issues to keep operations running smoothly.

The role is office-based four days a week in Runcorn, Cheshire, with one day from home, offering full training and a clear path to develop IT support skills within a supportive team.

Qualifications

• Entry-level role ideal for starting or developing a career in IT support.
• Full training will be provided.
• Previous Service Desk or technical support experience would be beneficial but is not essential.

Responsibilities

• 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.

Skills

Communication skills

Customer service

Problem solving

Task prioritisation

Job description

B&M Retail is seeking a Level 1 Service Desk Analyst to be the first point of contact for IT support across the business. You will provide technical assistance and help colleagues resolve issues to keep operations running smoothly.

The role is office-based four days a week in Runcorn, Cheshire, with one day from home, offering full training and a clear path to develop IT support skills within a supportive team.