IT Service Desk / Support Analyst

Job Description: We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.,

• Service Desk: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
• Ticket Management: Accurately log, categorise, prioritise and update tickets in line with SLAs, always maintaining a customer-first approach.
• Technical Troubleshooting: Support, triage and resolve issues across a diverse IT estate, including Windows and Office applications, specialist business-critical systems across our Warehouse, Transport and Back Office environments, Android and Apple mobile devices, and multi-site network, connectivity, printing and telephony.
• Service Request Fulfilment: Fulfil user and access requests including account setup and permissions, mailbox and Microsoft Teams administration, and telephony provisioning, supporting starter, mover and leaver processes to ensure changes are completed accurately and on time.
• Investigation, Triage & Escalation: Thoroughly investigate and troubleshoot tickets before escalating to Senior Service Desk, Infrastructure or Technology Solutions teams if required, ensuring each handover includes a clear description, business impact, diagnostics completed and evidence gathered to enable efficient resolution.
• Hardware Management: & Third-Party Liaison: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, warehouse equipment and associated peripherals, liaising with equipment manufacturers, suppliers and other third-party providers on faults, warranty claims, repairs and replacements.
• Business Change Support: Assist with IT aspects of site openings, closures, office relocations, equipment refreshes and other business changes.
• User Communication: Engage effectively with users at all levels, providing clear updates, managing expectations and taking ownership of incidents and service requests through to resolution.
• I
nformation Security & Compliance: Maintain compliance with Gregory's cyber and information security policies, educating and providing appropriate guidance to users, and enforcing relevant policies as part of day-to-day service desk activity.
• Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality, documentation and user satisfaction.
• On-Call Support & Travel: Participate in the out-of-hours support rota as required and occasionally travel to other Gregory Group locations to support incidents, equipment activity, project delivery and our Technology Clinic programme, taking service desk support out to sites in person.
  
  IT Support Experience: Minimum of 2 years' experience in a similar role, with practical 1
st and 2 nd line troubleshooting experience.
• Communication Skills: Confident in supporting users of varying technical ability.
• Attention to Detail: High level of accuracy in builds and documentation, as well as a methodical and accurate approach to investigation, tick records and asset documentation.
• Self-Management: Ability to manage workload and meet project deadlines.
• Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.
  
  About Us: Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. We are a diverse business with a large frontline and depot-based workforce operating across more than 50 sites. Our Group Technology Team is responsible for delivering and supporting all aspects of technology used across the business, including end-user devices, connectivity, printing, operational systems, reporting and analytics solutions, and business-critical applications.
  
  Competitive Salary: £28,000 per annum - £32,000 per annum (Including on call pay), depending on experience.
• Hours: 09:00-17:30hrs, Monday to Friday.
• Training: Monthly Courses for a variety of areas.
• Benefits: Additional holiday purchasing scheme, Retail discounts with Circular Benefits, Retail Trust Wellbeing Support, and more.
• Career Growth: Explore opportunities for professional development within our expanding business.
• Company Benefits: Excellent holiday allowance. Life assurance, pension, and sickness scheme.
• Extras: Christmas Savings Club, Black Circle Tyre Discount, Cycle To Work Scheme, Free Uniform and paid Volunteer Day.
• Wellbeing Support: Benefit from the Retail Trust Wellbeing Support program.
• Team Environment: Be part of a strong culture of teamwork and collaboration.