IT Service Desk Analyst

As an IT Service Desk Analyst, youll be the first point of contact for technical support across DFS.Youll provide friendly and efficient assistance with a focus on getting things right the first time, ensuring our colleagues stay connected, supported, and empowered to do their best work. Youll bring together your technical know-how with a people-first approach to problem-solving.

This is an office-based role, with the shift pattern being 8 am-6 pm Monday to Friday, with the occasional weekend work involved.

• Logging calls, providing swift and accurate support, and resolving issues in line with our incident management standards.

• Tackling hardware, software, email, password resets, mobile devices, and IT equipment issues with empathy and determination.

• Resolving incidents/problems quickly and accurately, raising the bar for support excellence, and preventing recurrence.

• Escalating complex issues to the appropriate specialist teams, ensuring a smooth and effective handover.

• Working comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.

• Preparing laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.

• Keeping support tickets updated with clear, concise notes right through to resolution.