Service Desk Analyst

Job Introduction

We are growing our IT Service Desk Team and have an exciting opportunity for an experienced Service Desk Analysts to join us at our Head Office in Wakefield. Reporting directly into the Service Desk Manager, you will provide efficient and effective technical support to all users across cardfactory in response to IT issues and requests raised via multiple channels.

Working in a high call volume environment you will need to have excellent communications skills, be a great team player with the ability to problem solve. Have a good understanding/ proficiency in MS office suite applications, desktop operating systems, and server administration. This role would be suited to someone with prior experience within an IT Service Desk role and/or excellent technical knowledge and looking to develop further

This is an office based role working from our Wakefield office, great links to the M1 and free onsite parking.

Please note, this role includes shift work:
Peak shifts ( 1st October - 31st December) are a mixture of 6:00 - 14:00, 7:00 - 15:00,
8:00 - 16:00, 9:00 - 17:00, and 10:00 - 18:00.

Outside of peak, shifts are a mixture of 8:00-16:00, 9:00-17:00, and 10:00-18:00.

In addition to this, Weekend shifts include Saturday 8:00 - 16:00 (on call until 23:00) and Sunday 8:00 - 16:00 (on call until 23:00)

Main Responsibilities

• Act as the first point of contact for IT support queries and issues.
• Log all Incidents and Service Requests correctly in the IT Service Management Tool.
• Triage, diagnose, and troubleshoot issues with end-user devices, printers, peripherals, MS Office, user connections, and core business applications (POS, ERP).
• Collaborate with colleagues and IT teams to resolve incidents and requests within agreed SLAs.
• Assign or escalate complex issues to the appropriate team or third party.
• Provide updates to end-users on the progress of their requests or incidents.
• Identify, investigate, and monitor incident trends to prevent recurrence.
• Perform user administration and access management tasks.
• Liaise with third-party support partners for timely incident and request responses.
• Take ownership of incidents and requests from receipt to resolution, ensuring detailed records of actions taken.

The Ideal Candidate

• Previous IT Service Desk experience (preferably in a retail environment).
• Proficient in troubleshooting MS Office, desktop OS, and server administration.
• Knowledge of supporting POS systems.
• Experience with Adobe and Antivirus software administration.
• Familiar with Exchange/Active Directory (account creation, password resets, group creation).
• Understanding of network concepts (DNS, DHCP, Email, HTTP, SSL, TCP/IP).
• Basic networking skills (LAN/WAN/VPN support).
• Experience in high call volume environments, preferably in retail.
• Motivated, positive attitude, and great team player.
• Good analytical, problem-solving, and communication skills.

About The Company

Card Factory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being.

Benefits

• 25% Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support       
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted gym memberships and mobile phone contracts
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Family leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.