1st / 2nd Line Support Analyst (Retail Experience)

About the Role We are looking for a proactive 1st / 2nd Line Support Analyst to join our dynamic IT team in London. This is a hybrid role requiring a mix of remote work and days in our London office. You will provide essential technical support across our corporate and store systems. Because of the fast-paced nature of our business, previous experience working within a retail environment is highly desirable. Key Responsibilities Act as the first point of contact for all IT disruptions and service requests. Troubleshoot hardware, software, and network issues for remote and office-based users. Support retail-specific systems, EPOS terminals, and store peripherals. Escalate complex technical issues to 3rd line teams when necessary. Log, track, and update all support tickets accurately within the service desk system. Skills and Experience Required Proven experience in a 1st or 2nd line IT support role. Strong technical knowledge of Windows OS, Microsoft 365, and Active Directory. Previous experience in the retail sector is strongly preferred. Excellent communication skills and a customer-focused attitude. Ability to work under pressure in a fast-moving environment. Availability This role requires an immediate start. Please only apply if you are available to notice-free or on a very short notice period. ..... full job details .....