IT Support Analyst -2nd Line

Job Type: Permanent, Job Sector: IT, Region:
Yorkshire,

Location:

Doncaster, Salary

Description:

Competitive salary based on skills and experience, Posted: 16/07/2026, Recruiter: DFS, Job /TP/1953/419

At DFS Group, we’re proud to help people create spaces they love to live in. We’re home to DFS, Sofology, and The Sofa Delivery Company: three brands with their own personalities, brought together by a shared mission. Behind our brands is a passionate Group team. From Finance and Technology to People, Marketing and Supply Chain, our Group functions power everything we do.

They create the foundations that allow our brands to thrive, innovate and grow. Whether you’re supporting our brands or serving our customers, the mindset that connects us means we expect more of ourselves and each other. It means every customer is our favourite, every voice is valued, and every interaction is one we’re proud of. When you’re part of a community that shares your way of thinking, the wins feel bigger.

The effort feels worth it. It’s a place where people stay because they feel valued, and find room to grow because they’re challenged.

An IT Support Analyst will provide second‑line technical support across the business, helping colleagues stay productive by resolving a wide range of hardware, software and system issues. You’ll manage and prioritise service requests and incidents, ensuring service level agreements are met while delivering a high standard of customer service. Acting as the technical escalation point for the 1st Line Service Desk, you’ll troubleshoot more complex issues, share your expertise with the team, and play a key role in maintaining a reliable and efficient IT service.

• Providing 2nd line technical support, diagnosing and resolving a wide range of hardware, software and end‑user issues.
• Configuring, deploying and supporting laptops, desktops, printers, tablets, handheld devices, mobile phones and Google Meet room equipment.
• Supporting iOS and Android mobile devices, ensuring users can work effectively wherever they are.
• Managing and prioritising your workload to meet service level agreements (SLAs) while maintaining excellent ticket quality and documentation.
• Acting as the technical escalation point for the 1st Line Service Desk, providing guidance and expertise on more complex issues.
• Escalating incidents to 3rd Line Support or third‑party suppliers where appropriate and seeing issues through to resolution.
• Monitoring system alerts, identifying potential issues early and taking proactive action to minimise business disruption.
• Supporting IT projects, including hardware refreshes, software deployments, patch management and continuous service improvements.
• Maintaining accurate IT asset records and supporting audit and asset decommissioning activities.
• Creating and updating knowledge base articles, user guides and technical documentation to improve team knowledge and consistency.
• Identifying opportunities to improve processes, procedures and ways of working to enhance the IT service.
• Ensuring all work is carried out in line with IT security standards, policies and best practice.
• Taking part in the 2nd Line on‑call rota (approximately one weekend in every five) to provide out‑of‑hours support when required.

• 3–5 years’ experience in a 2nd Line IT Support or similar technical support role.
• Strong knowledge of Windows 11, Microsoft 365, Google Workspace, Active Directory and Group Policy.
• A knack for troubleshooting, with the confidence to diagnose and resolve a wide range of hardware and software issues.
• Experience working in a busy IT support environment, ideally within a retail or multi‑site business.
• Great communication skills, with the ability to explain technical issues in a clear and friendly way to colleagues at all levels.
• Experience supporting a variety of end‑user devices, including Windows, ChromeOS, macOS, Android and iOS.
• A good understanding of networking fundamentals such as TCP/IP, DNS and DHCP.
• Experience managing the full lifecycle of end‑user devices, from setup and deployment through to maintenance and replacement.
• Worki…