Technology Service Desk Analyst - Remote Support

About the Role

We are seeking a dedicated Technology Service Desk Analyst remote to join our team at Crew Clothing. In this role, you will play a crucial part in maintaining the efficiency of our IT Service Desk operations. You will ensure that all incoming tickets are triaged, categorized, prioritized, and progressed according to our ITSM standards. Your work will directly impact the quality of service we provide to our customers and the overall efficiency of our IT operations.

What You'll Do

• Manage ticket triage and queue effectively, ensuring all tickets are validated and categorized correctly.
• Proactively gather information from users to ensure tickets meet minimum information standards before assignment.
• Monitor ticket aging and flag tickets breaching thresholds to maintain queue health.
• Support the creation of Knowledge Articles and “How-To” guides to enhance team knowledge.
• Assist in major incident support by maintaining ticket updates and ensuring accurate impact categorization.

Requirements

• 1-3 years of experience in Service Desk or Level 1 IT Support.
• Familiarity with structured ticketing systems and basic ITIL concepts.
• Strong written communication skills and the ability to deal with ambiguity.
• Experience with ManageEngine ServiceDesk Plus is a plus.
• Understanding of retail IT operations, including POS systems and payment systems.

Nice to Have

• Experience in multi-site retail operations.
• Knowledge of OMS/WMS environments.

What We Offer

• Competitive salary of £50,000 - £60,000 per year.
• Full-time remote work flexibility.
• Opportunities for professional development and training.
• Collaborative and supportive team environment.
• Employee discounts on Crew Clothing products.