Service Desk Analyst

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

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.

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