Tier 1 - It Service Desk Analyst

Poundland & Dealz is one of the UK's largest discount retailers, with around 850 stores serving over seven million customers a day across the UK and Ireland. Our vision is to 'create amazing value everyday' for our customers.

Our business's heart is 18,000 colleagues in our stores, distribution centres, and customer support centres based in Walsall and Watford. We have fun, and we work hard withpassion going that extra mile to succeed. We work at pace, and we are highly resilient - #proudland.

As a Tier 1IT Service Desk Analyst, you will play a critical role in ensuring the smooth operation of our organization's IT systems and providing exceptional customer support.

Your primary responsibilities will include promptly responding to incoming calls, performing initial triage on incidents, and actively contributing to the enhancement of our customer-facing knowledgebase.

This role requires communication skills, technical proficiency, and a proactive approach to problem-solving.

We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Incident Management:

• Receive and respond to incoming calls, emails, and tickets from end-users regarding IT issues and service requests.
• Perform initial triage on incidents by gathering relevant information, diagnosing problems, and resolving straightforward issues.
• Escalate complex incidents to Tier 2 support or other appropriate teams while ensuring timely resolution and proper documentation.

Customer Support:

• Provide courteous, professional, and efficient support to end-users, ensuring high levels of customer satisfaction.
• Guide users through troubleshooting steps and provide clear instructions to resolve technical issues.
• Maintain a positive and helpful attitude while addressing user inquiries and concerns.

Knowledgebase Management:

• Regularly review and update the customer-facing knowledgebase with relevant troubleshooting guides, FAQs, and resolutions to common issues.
• Identify gaps in the knowledgebase content and collaborate with team members to create comprehensive documentation.
• Drive continuous improvements in the knowledgebase by incorporating user feedback, best practices, and emerging technologies.

Continuous Improvement:

• Proactively identify recurring issues and trends, and propose solutions to prevent future

• Experience with ticketing systems, knowledgebase tools, and remote support tools.
• Proven experience in a customer support role, preferably in an IT Service Desk environment.
• Bachelor's degree in Information/IT/Computer Science
• Technology, Computer Science, or related field (preferred but not desired)
• Written and verbal communication skills.
• Team player and but can also work independently.
• You work well under pressure to respond quickly to any production issues and find meaningful workarounds until a release can be made.
• You have troubleshooting, and diagnostic skills
• Customer facing and service skills
• Effective problem solving skills
• A can do and tenacious attitude

• Competitive salary 
• Potential to earn bonus 
• Free on-site car park 
• Onsite coffee lounge
• Discount Card – 10% discount on most purchases in-store
• Family Friendly Benefits
• Loyal Service Awards
• My Staff Shop – exclusive discount portal
• Apprenticeships & Career Development  
• Life Assurance Cover
• Health & Wellbeing – employee assistance programme to support you
• Holiday Allowance – increasing by one day per year (up to 33 days), along with the option to purchase additional holiday (annually)
• Pension
• Birthdays are important, so each year, you can take the day off as an extra day’s holiday

Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 900 stores and nearly 18,500 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings.

At Poundland & Dealz, we don't just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers. Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve.

It is our behaviours and the hard work, commitment and passion of our wonderful colleagues that make it all possible.

We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do, and they keep us on track.

They are Love our customers, Care for our colleagues and Protect the Pounds & Euros...

By living our behaviours every day, we've created a land which is fun, friendly and full of surprises — a place where our people can truly be the best version of themselves!