IT Helpdesk Call Analyst - Darley Abbey

Salary: £27,000 - 27,000 per year

Requirements:

• We have worked in a fast-paced Help Desk, Support Centre, or Retail environment.
• We thrive in a target-driven environment and have excellent customer service skills.
• We communicate effectively over the phone with people of varying IT expertise.
• We perform well under pressure and take ownership to achieve successful resolutions.
• We are tech-savvy and well-versed in hardware, software, databases, and remote access.
• We have a solid grasp of computer systems, mobile devices, and technology products.
• We can diagnose and resolve basic technical issues.

Responsibilities:

• We serve as the first point of contact for Help Desk users.
• We answer incoming calls and emails and provide technical support and assistance.
• We troubleshoot issues using diagnostic tests and remote access.
• We work toward first-time resolution wherever possible.
• We respond swiftly to customer queries via email or phone.
• We determine the best solution based on customer-provided issue details.
• We diagnose system errors and other technical challenges.
• We keep detailed logs of events and problem resolutions.
• We follow up proactively to ensure customer satisfaction.
• We request feedback and monitor calls to improve our training methods.
• We perform software installations or updates to resolve issues.

Technologies:

• Hardware
• Support
• Mobile
• Vue

More:

We are Retail Assist, a growing, award-winning technology company founded in 1999. We provide expert IT managed services and specialist software solutions to a wide range of clients, helping them deliver outstanding customer service. Our clients include Harvey Nichols, Signet, Selfridges, Dufry, White Stuff, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International, and many more. This is a full-time role based in our team, with the flexibility to work from home and our Head Office, and it operates on a rotational shift basis covering one in three weekends. We offer training and support to help build your career in IT, along with benefits including 33 days of annual leave inclusive of bank holidays, a travel pass loan, cycle to work scheme, free eye tests, discounted dental care, the option to buy additional holidays, and access to a childcare scheme.

last updated 32 week of 2026