<!-- 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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">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;display:unset;">Google Workspace (G Suite) – day-to-day 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;display:unset;">Operating systems – Windows11, 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;display:unset;">Network &amp; monitoring tools&nbsp;</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;display:unset;">Mobile device management&nbsp;</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;display:unset;">Print management – supporting and resolving common print solution issues</p></li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">ITSM platforms – Jira Service Management or another recognised tool</li></ul></div><!-- Package Description --><div><h3>About DFS</h3><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS. We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on their great quality sofas since 1969.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together. We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’.&nbsp;</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;"><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;display:unset;">A huge 30% colleague discount, plus 15% friends &amp; family discount across our Group (DFS, Sofology, Dwell)</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;display:unset;">Generous holiday allowance – the time you need to rest and relax and the longer you’re with us, the more time you’ll get! Opportunity to purchase additional holidays each year!&nbsp;</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;display:unset;">Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member</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;display:unset;">Access to a range of high street &amp; online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more.&nbsp;</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;display:unset;">Discounted Gym and Cinema memberships to help you unwind</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;display:unset;">Group Pension Scheme</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;display:unset;">Group Sharesave Scheme</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;display:unset;">Life Assurance &amp; Company Sick Pay</p></li></ul><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Any offer is subject to DBS Checks</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">If there is anything you want to highlight to us that will help us to support you in your application, then please feel able to speak to your recruiter during the initial conversation to &nbsp;ensure the relevant support can be put in place for you.&nbsp;</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;"><br style="margin:0px;padding:0px;">DFS Group is an equal opportunities employer who are passionate about building a diverse and inclusive workplace. We love to celebrate and encourage our colleagues to be their true selves. We do not discriminate based on race, religion, nationality, gender, sexual orientation, age, marital status, or disability status. Everyone Welcome!</p></div><!-- Apply Button --><a href="https://apply.dfscareers.co.uk/members/?j=2882&amp;lang=en&amp;" class="btn btn-apply apply_bottom">Apply<i class="fas fa-chevron-right"></i></a>