Service Desk Analyst, Full Time

Overview

Overview

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Job Introduction

Main Responsibilities

• Act as the first point of contact for IT support queries and issues.
• Log all Incidents and Service Requests correctly in the IT Service Management Tool.
• Triage, diagnose, and troubleshoot issues with end-user devices, printers, peripherals, MS Office, user connections, and core business applications (POS, ERP).
• Collaborate with colleagues and IT teams to resolve incidents and requests within agreed SLAs.
• Assign or escalate complex issues to the appropriate team or third party.
• Provide updates to end-users on the progress of their requests or incidents.
• Identify, investigate, and monitor incident trends to prevent recurrence.
• Perform user administration and access management tasks.
• Liaise with third-party support partners for timely incident and request responses.
• Take ownership of incidents and requests from receipt to resolution, ensuring detailed records of actions taken.

The Ideal Candidate

• Previous IT Service Desk experience (preferably in a retail environment).
• Proficient in troubleshooting MS Office, desktop OS, and server administration.
• Knowledge of supporting POS systems.
• Experience with Adobe and Antivirus software administration.
• Familiar with Exchange/Active Directory (account creation, password resets, group creation).
• Understanding of network concepts (DNS, DHCP, Email, HTTP, SSL, TCP/IP).
• Basic networking skills (LAN/WAN/VPN support).
• Experience in high call volume environments, preferably in retail.
• Motivated, positive attitude, and great team player.
• Good analytical, problem-solving, and communication skills.

About the Company

Card Factory is the UK’s leading specialist retailer of greetings cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial wellbeing.

Benefits

• Pension
• 15% Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted gym membership, mobile phone contracts, and car leasing
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Maternity, Paternity, and Adoption leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

For any questions email: vacancies@cardfactory.co.uk (we do not accept CVs/Applications via email) 

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.

Competitive salary and benefits package
cardfac/TP/1803145/24585