Mountain Warehouse
Technology Service Desk Analyst
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Department: IT
Location: London
Compensation: £28,000 - £30,000 / year
Description
We are looking for a Technology Service Desk Analyst to join our established Service Desk team, reporting to the Service Desk Manager.
This role is an excellent opportunity for someone with at least 12 months' experience in a Service Desk, Help Desk or Technical Support role who is looking to further develop their technical skills within a fast-paced retail environment. If you have experience supporting in a retail environment, that would be a great advantage, however, this is not essential.
As the first point of contact for Technology support across our stores and Head Office, you will be responsible for delivering excellent customer service while managing incidents and service requests through to resolution. You will actively troubleshoot technical issues, provide clear communication to customers, and ensure tickets are progressed in line with agreed service levels.
You will gain exposure to a wide range of technologies including Microsoft 365, Active Directory, Azure Entra, Exchange Online, networking, endpoint management, EPOS systems, and Technology security tools, whilst working alongside experienced Engineers and infrastructure teams.
We are looking for someone who is motivated, customer-focused, organised, and enjoys solving problems. This role offers an excellent pathway into more technical Service Desk Engineer and Infrastructure positions as your skills and experience develop.
Key Responsibilities
Customer Support & Incident Management
- Act as the first point of contact for Technology support requests from stores and Head Office users.
- Log, categorise, prioritise, and manage incidents and service requests within the Technology Service Management platform.
- Provide regular updates to customers and maintain ownership of tickets throughout their lifecycle.
- Resolve first-line incidents wherever possible and escalate complex issues with appropriate troubleshooting information.
- Ensure tickets are managed in accordance with agreed SLAs and operational procedures.
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Technical Support
- Support users with:
- Windows 11
- Application support - Covering Microsoft 365 applications and internal applications
- Active Directory and Azure Entra account administration
- Password resets and account access issues
- Printers and peripheral devices
- Mobile devices
- EPOS and retail technology
- VPN and connectivity issues
- Install, configure, and support desktops, laptops, and associated hardware.
- Assist with user onboarding, device provisioning, and leaver processes.
- Perform routine maintenance activities including software installations and updates.
Knowledge Management & Continuous Improvement
- Create and maintain knowledge base articles and support documentation.
- Identify recurring issues and suggest service improvements.
- Contribute to process documentation and operational procedures.
- Participate in team knowledge-sharing activities.
Security & Compliance
- Follow Technology security policies and procedures.
- Identify and report potential security risks and incidents.
- Ensure access requests and account administration activities are completed in line with company controls.
Essential Skills, Knowledge & Expertise
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- Minimum 1 year of experience in a Service Desk, Help Desk, or Technology Support role.
- Experience using an ITSM platform to manage incidents and service requests.
- Good working knowledge of:
- Windows 11
- Microsoft 365
- Active Directory
- User account administration
- Printer support
- Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
- Strong customer service and communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong organisational skills and attention to detail.
- Ability to prioritise workload effectively in a busy support environment.
- Self-motivated with a logical and methodical approach to troubleshooting.
Desirable
- Experience supporting retail technology or EPOS systems.
- Experience with Azure Entra or Exchange Online administration.
- Experience using Jira Service Management.
- ITIL Foundation certification.
- Experience supporting hybrid working environments.
What Success Looks Like
- Delivering excellent customer service.
- Consistently meeting SLA targets.
- Maintaining accurate and high-quality ticket records.
- Demonstrating strong ownership of incidents and requests.
- Contributing to service improvements and knowledge base content.
- Developing technical skills and progressing towards more advanced support responsibilities.
- Collaborating with other teams to ensure resolution.
- Taking ownership of issues.
Job Benefits
- Competitive salary and benefits package
- Hybrid working, 3 days in London-based office & 2 working from home
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
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