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.