Service Desk Analyst

at  Card Factory

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 the card factory Group; 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.

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
cardfactory 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.

• 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