<!-- Introduction --><div class="feature-text"><h2> Your new role</h2><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">As an IT Service Desk Analyst, you’ll be the first point of contact for technical support across DFS. You’ll 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.<br style="margin:0px;padding:0px;"><br style="margin:0px;padding:0px;"></p></div><!-- Responsibilities --><div><h3>What you'll be doing</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Log every call, provide swift and accurate support, and resolve issues in line with our incident management standards.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Tackle hardware, software, email, password resets, mobile device, and IT equipment issues with empathy and determination.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Pride yourself on resolving problems quickly and correctly, raising the bar for support excellence.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">When a situation needs more expertise, you’ll hand it over cleanly using our escalation process.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Work closely with the broader IT team to maintain a 95% SLA, championing a ‘right first time’ service philosophy.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Work comfortably in a dynamic, fast-paced environment, while staying cool, efficient, and dependable.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Prepare laptops, desktops, and mobile devices with precision, ready for colleagues to hit the ground running.</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Keep support tickets updated with clear, concise notes right through to resolution.</p></li></ul></div><!-- Ideal Candidate --><div><h3>The role is for you if...</h3><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">You’ll bring together your technical know-how with a people-first approach to problem-solving. Being organised, analytical, and detail-focused will really help you shine in this role, along with a methodical way of working. Ideally, you’ll have around 12 months’ experience in a Service Desk or end-user support role, and it’s even better if that’s been in a fast-moving environment like retail.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">It would be a bonus if you’ve got knowledge or hands-on experience with some of the following:</p><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Active Directory – user setup and administration</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Google Workspace (G Suite) – everyday support and troubleshooting</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Operating systems – Windows 10/11, macOS, Android, and Chrome OS</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Network &amp; monitoring tools – ManageEngine, VPN, Meraki, PRTG Alerting</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Mobile device management – Sophos MDM or similar</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Print management – supporting and resolving common issues</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">ITSM platforms – Jira Service Management or another recognised tool</p></li></ul></div><!-- Package Description --><div><h3>About DFS</h3><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We’re home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;"><br style="margin:0px;padding:0px;"></p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Everyone Welcome</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.&nbsp;</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you</p></div><!-- About the Company --><div><h3>DFS Benefits</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Growth and Training: Learn new skills and develop your career with us</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury’s, ASOS, and IKEA</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Pension and Savings: Join our Group Pension and Sharesave schemes</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Life Assurance &amp; Sick Pay: Peace of mind with Life Assurance and Company Sick Pay</li></ul></div><!-- Apply Button --><a href="https://apply.dfscareers.co.uk/members/?j=2778&amp;lang=en&amp;" class="btn btn-apply apply_bottom">Apply<i class="fas fa-chevron-right"></i></a>