Remote IT Helpdesk Analyst — First-Contact Support

Retail Assist LTD; United States; Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

33 days annual leave

Travel pass loan

Cycle to work scheme

Free eye tests

Dental Care Scheme

Additional holidays

Childcare scheme

Job summary

Retail Assist LTD is hiring for a full-time Help Desk Analyst. This hybrid role lets you work from home and at our Head Office, covering weekends on a 1-in-3 rotation. You’ll respond to calls and emails, diagnose issues, and aim for first-time resolutions while maintaining detailed logs and customer focus.

You’ll be trained and supported to grow in IT, assisting diverse clients with hardware, software, and remote access challenges in a fast-paced retail tech environment.

Qualifications

• Experience in a Help Desk/Support Centre or Retail environment.
• Fluent written and spoken Dutch is required.
• Able to work in a fast-paced, target-driven setting with strong customer service.
• Effective phone communication with users of varying IT expertise.
• Ownership mindset to secure timely resolutions and follow-ups.
• Tech-savvy with hardware, software, databases and remote access.
• Solid understanding of computer systems and mobile devices.
• Ability to diagnose and resolve basic technical issues.

Responsibilities

• Answer incoming calls and emails with professional technical support.
• Diagnose issues and provide first-time resolution where possible.
• Log events and resolutions with clear, detailed notes.
• Install or update software as needed to address issues.
• Provide proactive follow-ups to ensure customer satisfaction.
• Participate in training and feedback sessions to improve service.

Skills

Customer service

Technical support

Communication skills

Remote access

Hardware knowledge

Tools

Remote access software

Diagnostic tools

Job description

Retail Assist LTD is hiring for a full-time Help Desk Analyst. This hybrid role lets you work from home and at our Head Office, covering weekends on a 1-in-3 rotation. You’ll respond to calls and emails, diagnose issues, and aim for first-time resolutions while maintaining detailed logs and customer focus.

You’ll be trained and supported to grow in IT, assisting diverse clients with hardware, software, and remote access challenges in a fast-paced retail tech environment.