IT Service Desk Analyst

A first-line IT support role providing technical assistance to retail stores by troubleshooting system, hardware, and software issues to ensure smooth daily operations.

Are you passionate about providing exceptional technical support in a dynamic retail environment? Heron Foods is looking for a dedicated IT Service Desk Analyst / First Line Support Technician to join our busy team. This crucial role involves delivering timely technical assistance to over 340 retail stores and members of our Store Support Centre.

Job Purpose: To provide first-line technical support, resolving basic technical issues and ensuring seamless operation of IT systems across our retail stores and support centre.

The role may require some out of hours activities from time to time and will be based around a 7-day operation (Mon to Sun - 37.5 hours per week).  

As the IT Service Desk Analyst you will be responsible for:

• Serving as the first point of contact for users seeking technical assistance over the phone or via email.

• Performing remote troubleshooting through diagnostic techniques and pertinent questions.

• Determining the best solution based on the issue and details provided by users.

• Walking users through the problem-solving process.

• Directing unresolved issues to the next level of support personnel.

What Heron Foods Offers:

• Annual salary of £26,000.

• 30 days annual leave, with additional leave accrual for long service and option to purchase extra days.

• Workplace Pension.

• 10% discount at Heron Foods and B&M stores, with double discount weekends throughout the year.

• Wellbeing support via our 24/7 employee assistance program.

• Reward and recognition schemes, celebrating long service and work anniversaries.

Essential Skills and Experience:

• Proven experience as an IT Help Desk Technician, or entry / graduate level candidates with a relevant background.

• Good understanding of computer systems, mobile devices, and other tech products.

• Ability to diagnose and resolve basic technical issues.

• Excellent communication skills in verbal and written English.

Location Consideration:

• Please note that our Melton location is approximately 10 miles from Hull City Centre with limited public transport. Ensure you can reliably commute to this location before applying.

If you are an IT support professional or a recent graduate looking to start your career in a fast-growing company, Heron Foods wants to hear from you. Join us in our mission to provide excellent technical support and contribute to our ongoing success.