IT Service Desk Analyst

At Frasers Group we’re rethinking retail. Through digital innovation and unique store 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 through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

IT at Frasers Group is delivered by the in-house team who are passionate about what they do and are not dependent on outsourced organisations to deliver the core systems. There is a wealth of opportunity for training as well as on the job learning.  We have bonus schemes including our Frasers Champion where 8 peer nominated winners earn double their monthly salary for their outstanding performance.

We are currently looking for IT Service Desk Analysts to join our team. If you are looking to kick-start a career in tech- this is the perfect opportunity to gain knowledge and qualifications to grow your career.

• Taking responsibility of IT support queries that come from our Head Office, Warehouses and Retail globally.
• Providing a broad range of IT support via our contact centre and ticketing systems.
• Providing face to face support to end users and support to Infrastructure Manager when working at the office “Tech Bar” for hardware and software issues.
• Assist on any other assignments as directed by immediate superior as and when required.
• Assisting the wider IT teams with preparation of hardware/software
• Troubleshooting and proactively managing ticket queues.
• Escalation of challenging issues to senior team members when necessary.
• Writing technical documentation and knowledge articles.
• Self-motivated and proactive in upskilling individual self.
• Working on a rotation shift pattern on the hours of 4am to 1pm, 7am to 4pm and 9am to 6pm.
• Working on weekends and public holiday based on rotation.

This is an office-based role. WFH allowed for 4AM (with allowance) and Weekend Shift.

All technical training will be provided via our IT Training Programme in your onboarding

• No prior experience needed but be able to demonstrate a passion for IT and desire to develop your skillset and learn/grow with our business.
• Team focused and able to communicate effectively with colleagues to offer and receive support and advice.
• Friendly and approachable personality
• Problem solving mindset and able to think logically and calmly under pressure.
• Able to proactively manage and prioritise a busy workload.
• Experience in a Customer facing role is beneficial.
• Understanding of Retail/Warehouse Environment is beneficial

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe 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