IT Service Desk Analyst

IT Service Desk Analyst

At Frasers Group we're rethinking retail. Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME. Frasers Group Financial Services is the next chapter of elevation for the Frasers Group. We fear less and do more. Our people are forward thinkers who are driven to operate outside of their comfort zone to change the future of retail, embracing challenges along the way. The potential to elevate your career is massive, the experience unrivalled. Why join us? Our purpose – we are elevating the lives of the many with access to the world's best brands and experiences Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles: Think without limits - Think fast, think fearlessly, and take the team with you Own it and back yourself - Own the basics, own your role and own the results Be relevant - Relevant to our people, our partners and the planet

Job Description

As the primary IT support professional at our Accrington office, the IT Service Analyst is a hands-on, on-site role responsible for monitoring, supporting, and improving IT services to meet business needs and deliver an excellent user experience. This role covers incident management, service request fulfilment, problem analysis, and the implementation of continuous improvement initiatives. The IT Service Analyst acts as a key liaison between end-users, IT teams, and third-party suppliers, ensuring timely and effective IT service delivery.

Responsibilities include:

• Diagnose and resolve IT issues efficiently while providing exceptional service
• Maintain and create technical operating procedures
• Assist in service improvement initiatives to enhance IT operations
• Collaborate with internal teams and external third-party IT vendors to resolve technical issues promptly
• Maintain accurate documentation of incidents, service requests and resolutions
• Log and track third-party change or maintenance requests

Qualifications

Essential Qualifications:

• Hands-on experience within an IT support role
• Strong troubleshooting and problem-solving skills, with the ability to efficiently identify, diagnose, and resolve IT issues
• Excellent communication and collaboration skills, able to work effectively with stakeholders at all levels
• Friendly, approachable, and customer-focused, delivering a positive user experience
• Clear verbal and written communication, able to convey technical information to both technical and non-technical users
• Proficient in Microsoft Office Suite
• Effective time management, able to prioritise tasks, manage multiple requests within agreed SLAs
• Willingness and ability to learn new technologies and adapt to evolving work environments

Desirable Skills:

• Previous experience with ITSM ticketing tools (e.g., Freshservice, Jira)
• ITIL certification (preferred)
• Ability to configure, maintain, and support desktops, laptops, and peripheral devices.
• Knowledge of Active Directory, Group Policy, DNS, and DHCP
• Basic understanding of networking concepts

This role is based at our Accrington office, Monday to Friday, with shift work as required.

Additional Information

As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references. Along with your benefits package we also offer a wide range of perks for our colleagues: Reward, Recognition and Opportunities Frasers Champion- Our employees are at the heart of our business and we ensure individuals are recognised every single month for their hard work. Frasers Champion is a peer nominated scheme where 8 winners will receive double their pay for a month where they have thought without limits, owned it or been relevant. Retail Reconnect – In order to build the planets most admired and compelling brand ecosystem, all employees must understand our business, product and customers. Each financial year, Head Office employees will gain insights by spending two days in one of our stores or the Warehouse. The goal is to learn how the work you do impacts our teams on the frontline, and to bring ideas back to the office which will improve how we work. Employee Welfare Frasers Fit – Our Everlast Gyms Team are on a mission to make our workforce the best, and fittest on the planet! We run free gym classes for employees as well as discounted memberships to our clubs. Frasers Fit is our wellbeing programme which aims to support and improve colleagues Physical, Financial & Mental wellbeing. The app is accessible for every employee and includes training, nutrition and lifestyle advice- all completely free. Retail Trust – We know that its not just about physical health, mental wellness is equally important which is why all of our employees get free access and support from the Retail Trust charity. This includes a 24 hour wellbeing helpline, wellness hub, counselling and financial/legal support.