IT Service Desk/ Support Analyst

Location: Cullompton or North Tawton

About Us

Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. We are a diverse business with a large frontline and depot-based workforce operating across more than 50 sites. Our Group Technology Team is responsible for delivering and supporting all aspects of technology used across the business, including end-user devices, connectivity, printing, operational systems, reporting and analytics solutions, and business-critical applications.

Job Description

We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.

Key Responsibilities

• Service Desk: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
• Ticket Management: Accurately log, categorise, prioritise and update tickets in line with SLAs, always maintaining a customer-first approach.
• Technical Troubleshooting: Support, triage and resolve issues across a diverse IT estate, including Windows and Office applications, specialist business-critical systems across our Warehouse, Transport and Back Office environments, Android and Apple mobile devices, and multi-site network, connectivity, printing and telephony.
• Service Request Fulfilment: Fulfil user and access requests including account setup and permissions, mailbox and Microsoft Teams administration, and telephony provisioning, supporting starter, mover and leaver processes to ensure changes are completed accurately and on time.
• Investigation, Triage & Escalation: Thoroughly investigate and troubleshoot tickets before escalating to Senior Service Desk, Infrastructure or Technology Solutions teams if required, ensuring each handover includes a clear description, business impact, diagnostics completed and evidence gathered to enable efficient resolution.
• Hardware Management & Third-Party Liaison: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, warehouse equipment and associated peripherals, liaising with equipment manufacturers, suppliers and other third-party providers on faults, warranty claims, repairs and replacements.
• Business Change Support: Assist with IT aspects of site openings, closures, office relocations, equipment refreshes and other business changes.
• User Communication: Engage effectively with users at all levels, providing clear updates, managing expectations and taking ownership of incidents and service requests through to resolution.
• Information Security & Compliance: Maintain compliance with Gregory's cyber and information security policies, educating and providing appropriate guidance to users, and enforcing relevant policies as part of day-to-day service desk activity.
• Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality, documentation and user satisfaction.
• On-Call Support & Travel: Participate in the out-of-hours support rota as required and occasionally travel to other Gregory Group locations to support incidents, equipment activity, project delivery and our Technology Clinic programme, taking service desk support out to sites in person.