Service Desk Analyst

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.

• 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.

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 -

B&M is an equal opportunities employer. We are committed to creating an inclusive, welcoming environment for all.

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