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IT Service Desk Analyst
1 week ago
As an IT Support Analyst, you will be responsible for managing IT support queries from our head office, retail stores across the UK, and beyond. Your role will involve ensuring seamless IT support across the business, troubleshooting issues, and enhancing service efficiency.
Key Responsibilities:
- Providing IT Support – Deliver comprehensive IT assistance via phone and ticketing systems, ensuring all queries are logged with detailed and accurate information.
- 1st Line Overflow Support – Assist with overflow from first-line calls, ensuring a smooth resolution process.
- Issue Tracking & Problem Management – Monitor and troubleshoot IT issues, applying problem management techniques to maintain optimal service availability.
- End-User Assistance – Ensure employees receive timely and effective IT support to maintain productivity.
- Hardware & Software Preparation – Assist IT teams with the setup and deployment of hardware and software.
- Documentation & Knowledge Sharing – Create and update technical documentation to keep the team informed and up to date.
- Ticket Ownership – Manage user tickets from initiation to resolution, ensuring accountability and efficiency.
- Training & Knowledge Transfer – Conduct training sessions to enhance service desk agents’ expertise and contribute to a knowledge-sharing culture in alignment with the shift-left principle.
- On-Site Support – Provide occasional in-store support when required.
- Project Work – Assist with off-site project work as needed.
Qualifications
Qualifications & Skills:
- 1–2 years of experience in a Service Desk role.
- Strong team player with excellent communication skills to support and advise colleagues effectively.
- Friendly and approachable, with a passion for learning and professional development.
- Logical thinker with a problem-solving mindset and the ability to remain calm under pressure.
- Basic knowledge of SQL.
- Understanding of IT fundamentals, including Active Directory, Group Policy, DNS, and DHCP.
- Experience with Microsoft Office applications.
- Familiarity with Cisco networking systems.
- Hands-on experience with Windows desktop and server operating systems.
- Knowledge of virtualization technologies such as Hyper-V and Citrix environments.
Additional Information
Along with your benefits package we also offer a wide range of perks for our colleagues:
Reward, Recognition and Opportunities
Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant.
Fearless 1000 – By October 2025, we want our share price to hit £10. If that happens for 30 or more consecutive trading days, all colleagues across the business will receive a bonus The top 1000 performers in the company will receive unprecedented bonuses, worth from £50,000 to £1million Senior leaders across the business nominate these performers twice a year for embodying our core values and delivering exceptional performance*.
*subject to terms and conditions
Frasers Festival – an event like no other Our Frasers Festival is our celebration for Head Office and Retail Staff across the UK and Europe – hosting a MEGA brand village, guest speakers from the world's biggest brands, evening entertainment, the ultimate Frasers Fearless Fitness Challenge and much more.
CEO Sessions – Once a quarter we offer 20 employees the opportunity to attend our “CEO Sessions” ran by our CEO and leadership team. Employees have the chance to connect, network and submit questions around specific topics such as our Sports or Luxury business.
Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work.
Employee Welfare
Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free.
Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.
What’s next?
Our Recruitment Team will be reviewing applications and all candidates will receive a response, whether you are successful or unsuccessful. Shortlisted applicants may be asked to confirm a few key details before being booked in for a first stage interview with the Recruiter- this will be behaviourally focussed and centred around how you align with our Culture and Values. If successful we anticipate two further interview stages with the Hiring Manager/wider team which will be more technically focussed and could include a presentation/task so we can see your skills in action.
