Retail IT Service Desk Analyst (1st Line)

About the Role:

Are you an energetic IT Support professional with a passion for high-touch customer service? We are looking for a proactive Retail IT Service Desk Analyst (1st Line) to join our client team based in Portsmouth.

In this role, you will be the primary lifeline for our nationwide retail stores, ensuring the critical technology powering our trade-including Point of Sale (POS) systems, store mobile devices, digital signage, and CRM applications-runs smoothly every single day.

If you thrive in a fast-paced retail environment where no two days are the same, this is the opportunity for you.

Key Responsibilities:

Primary Point of Contact: Provide exceptional, friendly 1st line technical support to store managers and retail teams via phone, email, and ticketing queues.

Incident & SLA Management: Log, prioritize, troubleshoot, and resolve incidents in ServiceNow, ensuring fast turnaround to prevent any disruption to retail trading.

Hardware & POS Troubleshooting: Diagnose and resolve issues across EPOS terminals, receipt printers, barcode scanners, payment terminals (PEDs), and digital signage.

Mobile Device Support: Deploy and troubleshoot corporate iOS/iPad devices used for assisted selling, inventory management, and digital clienteling.

Systems Monitoring & Maintenance: Assist with basic network checks (in-store Wi-Fi, routers/switches), user access requests, and basic SQL/database queries.

Hands-On & Field Support: Configure new store hardware kits and occasionally travel to store locations across the UK/Ireland for new store openings or refits.

What We're Looking For:

Experience: 1+ years of experience in an IT Helpdesk or 1st Line Support role (retail, hospitality, or multi-site environment experience is a strong advantage).

Retail Tech Savvy: Working familiarity with EPOS hardware/software, payment terminals, and CRM workflows.

Operating Systems: Solid working knowledge of Windows 10/11, Microsoft 365, and enterprise iOS environments (MDM experience like Intune or Jamf is a plus).

Networking Basics: Understanding of corporate and in-store networking concepts (Wi-Fi access points, DHCP, LAN/WAN troubleshooting).

Service Mindset: Calm under pressure, empathetic communicator, and skilled at translating technical jargon into clear steps for store staff.

Flexibility: Willingness to work retail shift patterns (including occasional weekends/evenings) and undertake occasional travel/overnight stays for store projects.

Randstad Technologies is acting as an Employment Business in relation to this vacancy.