Support Centre Analyst (IT Support)

Location: Full-time office-based role at the Leicestershire Head Office, United Kingdom. The schedule runs Saturday to Wednesday, from 9:00 to 17:00 Saturday to Tuesday and until 16:45 on Wednesdays.

Company

Retail business operating across head office, warehouses, stores, and online channels.

What you will do

• Provide first-line technical support for hardware and software issues across the business.
• Log, prioritise, manage, and resolve incidents in ServiceNow.
• Own user queries, provide progress updates, and deliver a strong customer service experience.
• Collaborate with internal IT teams, third-party providers, and business stakeholders.
• Identify recurring technical trends and highlight opportunities to prevent repeated issues.
• Escalate complex queries to second- and third-line support teams.

Requirements

• Experience in a customer-facing, customer service, helpdesk, or call centre environment.
• Strong written and spoken English and an excellent telephone manner.
• Clear communication, relationship-building, teamwork, and stakeholder management skills.
• Strong organisation, accuracy, and attention to detail in a fast-paced environment.
• Basic understanding of IT terminology and willingness to learn new technical skills.
• Flexibility to work the required Saturday-to-Wednesday shift pattern.

Nice to have

• Exposure to GSuite, Active Directory, Citrix, ServiceNow, Genesys, or Microsoft Entra.

Culture & Benefits

• Training and opportunities to develop technical skills and progress through an apprenticeship.
• Company performance-based bonus and Sharesave scheme.
• Discounts across hirify.global and partner brands, plus access to staff shops.
• On-site nursery, restaurants, free parking, digital GP, and health and wellbeing services.
• Financial wellbeing support, employee support networks, and discounted gym memberships.