IT Service Desk Analyst (1st line)

Retail IT Service Desk Analyst (1st Line) Location: Portsmouth (On-site, full-time) Salary: £17.00 per hour Contract Length: 6-month contract Role Overview As a leading high-profile beauty retailer, we are expanding our capabilities and seeking a dynamic Retail IT Service Desk Analyst (1st Line Support) to join our team based in Fareham. The Service Desk acts as the primary point of contact for our UK Retail stores, supporting the critical technology and systems that drive our business-including Point of Sale (POS) transactions, CRM systems, and consumer-engaging digital experiences (such as digital signage, social media integrations, and interactive apps). This is a fast-paced, high-touch role. You will be 100% consumer-orientated, delivering exceptional customer service to our business users, managing incidents against defined SLAs, and keeping our retail stores highly available to trade and operate. Key Responsibilities As part of the Level 1 Support Team, your day-to-day duties will include: First Point of Contact: Act as the primary contact for UK Retail stores experiencing IT issues, maintaining an exceptional level of customer service via phone and email. Technical Troubleshooting: Provide 1st line technical analysis, problem-solving, and troubleshooting for desktop and iOS software/hardware using remote desktop tools. Incident and SLA Management: Drive down incidents, respond to and resolve support tickets, and escalate complex issues through ServiceNOW to the 2nd ..... full job details .....