IT Service Desk Analyst

Technology Service Desk 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.

Required Experience

• IT Support Experience: Minimum of 2 years' experience in a similar role, with practical 1st and 2nd line troubleshooting experience.
• Communication Skills: Confident in supporting users of varying technical ability.
• Attention to Detail: High level of accuracy in builds and documentation, as well as a methodical and accurate approach to investigation, tick records and asset documentation.
• Self-Management: Ability to manage workload and meet project deadlines.
• Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.

Why Join Gregory Distribution Ltd?

• Competitive Salary: £28,000 per annum - £32,000 per annum (Including on call pay), depending on experience.
• Hours: 09:00-17:30hrs, Monday to Friday.
• Training: Monthly Courses for a variety of areas.
• Benefits: Additional holiday purchasing scheme*, Retail discounts with Circular Benefits*, Retail Trust Wellbeing Support*, and more.
• Career Growth: Explore opportunities for professional development within our expanding business.
• Company Benefits: Excellent holiday allowance. Life assurance, pension, and sickness scheme*.
• Extras: Christmas Savings Club*, Black Circle Tyre Discount*, Cycle To Work Scheme*, Free Uniform and paid Volunteer Day.
• Wellbeing Support: Benefit from the Retail Trust Wellbeing Support* program.
• Team Environment: Be part of a strong culture of teamwork and collaboration.

How to Apply

If you have the drive to be the best and want to be part of a flourishing and ambitious company,

Please submit your application as soon as possible. Due to high volumes of applications, we reserve the right to close adverts before the closing date once we have received sufficient applications.

Eligibility: Applicants must be eligible to work in the UK with no restrictions. Proof of Right to Work will be required at the interview stage.

Contact Us: For any queries, please contact our Recruitment Team at recruitment@gregory.co.uk. Our team is available Monday to Friday, 08:30hrs - 17:00hrs.

Note to Recruitment Agencies: We prefer to recruit directly but have a Preferred Supplier List for when we need assistance. We'll be in touch if we need you.

*Subject to terms and conditions.