IT Service Desk 1st Line Analyst
American Golf
Warrington, Cheshire
4d ago

American Golf is Europe's largest golf retailer with over 90 stores across the UK and Ireland. We recognise talent. For us, it’s all about loving what you do, whilst a passion for golf will be well received, it is more about the service and expertise we deliver as a business.

The Role :

The IT Service Desk is the primary contact for all technical issues reported by American Golf stores, support staff and external support partners, providing support for Active Directory, Networks, Microsoft 365 / Azure as well as Microsoft Navision,

LS Retail (Store EPOS) and a wide range of EPOS equipment.

As an IT Service Desk 1st Line Analyst, you will work with colleagues from across the business to provide high standards of support, resolving incidents and requests in a professional and timely manner.

The ideal candidate will have experience of providing support in both desktop support and Retail environments, will be flexible and used to working within complex environments, to short deadlines.

To support the needs of the business, this role is part of a rotating shift pattern

Monday Friday, with additional weekend working, typically covering 1-2 weekends per month on a remote working / on-call basis.

Responsibilities :

As the IT Service Desk 1st Line Analyst your responsibilities will include :

  • Providing support for Head Office, Field-Based and Store Colleagues
  • Providing advice and guidance on the use of MS Navision and LS Retail
  • Liaising with external support parties where necessary
  • Perform all documented procedures correctly
  • Handle technical queries by email, phone and in-person, creating tickets containing accurate and relevant information and resolutions
  • Perform Access Management functions for new starters and leavers
  • Perform regular Access Management reviews to ensure access to systems is only available to current staff
  • Configure hardware and install software at Head Office, warehouse, and store locations
  • Monitoring networks and core systems to ensure services are available
  • Escalate more complex issues to 2nd line IT colleagues
  • Work with IT colleagues and other American Golf departments to participate in, or deliver projects as required
  • About you :

    Although Retail experience is certainly an advantage, it is not essential, and training can be provided.

    You will have experience of :

  • Working in a desktop support role in a busy complex environment
  • Any experience supporting a Retail environment would be beneficial
  • Supporting remote sites and workers by email and phone would also be an advantage
  • Troubleshooting laptop and other hardware devices in person and remotely
  • Have strong problem determination and networking skills
  • Have a good understanding of Microsoft technologies, including Active Directory and Office applications
  • What will you receive :

  • 22 days holiday excluding bank holidays
  • A day off to celebrate your Birthday!
  • Staff discount
  • Company bonus applicable
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