Take charge of logging, categorising, and prioritising incidents
Perform quick diagnostics and error checks to resolve issues
Identify incident trends and spot potential major incidents early
Close the loop on resolved issues, ensuring tickets are completed with clear, final resolution
Stay on top of SLAs, keeping stakeholders updated with timely communication
Contribute to building an ever-evolving user knowledge base
Record and capture incidents accurately
Continuously work to enhance first-time fix rates

A genuine passion for learning and growing in the tech world
Exceptional communication skills, able to explain complex issues with clarity
Strong analytical mindset, skilled at breaking down problems and troubleshooting with ease
Naturally tech-savvy and eager to dive into new challenges
A keen eye for detail with the ability to spot trends or patterns
A positive, can-do attitude, ready to tackle anything that comes your way!
Solid experience in technology support, solving challenges and delivering seamless solutions
A background in studying tech-related subjects
Hands-on experience with ITSM tools, remote access, antivirus, email, and key user/business applications
Relevant certifications such as ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas, and more.

25% Colleague Discount!
Plus, exclusive Double Discount days!
MyWorks
Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more
Family Friendly Leave
Enjoy some time well spent with enhanced maternity, paternity and adoption pay.
Holiday – 33 days including bank holidays.
Holiday Purchase
Purchase an additional 5 days
Can-Do Academy
Grow your skills and career with instant access to further training and development in areas that interest you.
Stream
Claim early access to 50% of your wages as you earn them – for when ‘life’ happens!
Share Scheme
Unleash your inner Monopoly mogul and own a piece of The Works!
24/7 support for you and your family
Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!
Healthcare Cash Plan – To support your everyday healthcare costs
Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Technology Service Desk Analyst

Key skills