it service desk analyst (2nd line support).

Role: Retail IT Service Desk Analyst (2nd Line Support)

Contract: 6 Months (Potential Extension)

Salary: Up to £53,000 per annum (DOE)

Location: Fareham - 2 days WFH

Are you passionate about technology and driven to provide outstanding support?

We're looking for a tech-savvy and customer-focused individual to join a dynamic IT Service Desk team for a luxury brand in Fareham.

In this role, you will:

• Be the go-to expert for resolving technical issues related to our retail systems, including point-of-sale (POS), CRM, and in-store digital experiences.
• Provide excellent phone and email support to retail stores, acting as a Level 2 escalation point and ensuring swift incident resolution.
• Collaborate with internal IT teams and third-party vendors to troubleshoot complex issues and ensure smooth system operations.
• Become a product expert on our key technologies, including Windows OS, iOS, Active Directory, Cisco/Meraki networking, and cloud solutions (Azure).
• Thrive in a fast-paced environment where you can learn, grow your skills, and make a direct impact on the success of our retail operations.

What we're looking for:

• 3+ years of experience providing technical support in a service desk environment, ideally within retail or a similar industry.
• A strong understanding of incident management processes and excellent problem-solving abilities.
• Excellent communication skills and a genuine passion for delivering outstanding customer service.
• A positive attitude, a willingness to learn, and thrive in a team-oriented atmosphere

Technical knowledge requirements:

• Retail Point of Sale and CRM technologies
• Active Directory
• Cisco & Meraki Wi-Fi and network solutions
• Windows 10 & Windows 11 (desirable)
• Microsoft Office365
• Microsoft SQL 2008 & MySQL
• Azure and cloud technologies
• Mobility & Mobile Device Management (AirWatch or similar) product solutions
• iOS iPad exposure and associated iOS applications used in an enterprise environment.

...