Service Desk Analyst

Join Our Enterprise Service Desk We are seeking a proactive, customer-focused Service Desk Analyst to join our Enterprise Service Desk at schuh's Livingston Head Office. This is an exciting opportunity to be part of a modern, fast-paced technical support team that underpins the technology used across our stores, remote teams, and head office. About the Role As a Service Desk Analyst, you will play a key role in delivering high-quality support to users across the organisation. You will be the first point of contact for IT incidents and service requests, working with a modern tech stack and contributing to the continuous improvement of our IT services. Key Responsibilities: Enterprise Service Desk Operations Provide 1st/2nd line support via our Service Desk platform, ensuring timely logging, triage, troubleshooting, and resolution of incidents and requests. Deliver both deskside and remote support to users, devices, and services at Head Office and remote locations. Own issues through to resolution, collaborating with specialist teams where necessary. Hardware Support Troubleshoot, maintain, deploy, and upgrade IT hardware including laptops, desktops, mobile devices, peripherals, and meeting-room equipment. Manage hardware lifecycle tasks: asset tagging, tracking, and inventory maintenance. Software & Applications Install, configure, and support a range of software across Windows, macOS, and mobile platforms. Support cloud and SaaS applications including Microsoft 365, Teams, SharePoint, OneDrive, and business-specific tools. Networking & Connectivity Assist with network troubleshooting, Wi-Fi connectivity, patch-panel work, and device onboarding. Support VPN, Zero Trust, and remote access technologies. User & System Administration Create and manage accounts, permissions, and security groups in Azure AD / Entra ID. Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Intune-managed devices. Assist with VoIP and unified communications platforms such as Cisco Webex or Teams Phone. Continuous Improvement Create and update documentation, knowledge base articles, and support procedures. Participate in evaluating new hardware, software, and technologies that benefit the business. Out-of-Hours & On-Call Participation As part of the role, you will participate in an out-of-hours on-call rota to ensure critical services and systems remain supported outside standard business hours. This includes: Providing remote support for high-priority incidents that require immediate attention. Escalating issues to specialist teams where appropriate. Monitoring key systems and responding to alerts raised by automated tooling or Service Desk systems. Ensuring clear communication and accurate incident logging for any out-of-hours activity. Working within agreed SLAs to maintain service availability and minimise disruption to the business. Participation in the on-call rota is shared fairly across the team as part of the role's operational responsibilities. Tech Stack Exposure Windows 10/11, macOS, iOS/Android Microsoft 365, Azure AD / Entra ID, Intune (Endpoint Manager) VMware vSphere / Hyper-V Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) Cloud services & identity management Enterprise ITSM tools (ServiceNow, Jira Service Management, or similar) About You Has previous IT support or service desk experience within a networked or enterprise environment. Understands Windows OS, Microsoft 365, and networking basics. Is organised, reliable, and able to work under pressure with excellent attention to detail. Communicates clearly and provides outstanding customer service. Learns quickly and is confident tackling new or unfamiliar technical challenges. Operates with integrity, professionalism, and a positive attitude. Holds a full UK driving licence and can travel to Livingston daily. About the perks/benefits Up to 40% product discount for you and your loved ones Up to 28 days holiday (including bank holidays) PLUS your birthday off to celebrate you Flexible working hours and hybrid working options Perk platform for hundreds of discounts Manage, save and access your wages as you earn them to get paid your way Employee assistance programme to support your wellbeing through resources, helplines and Virtual GP services A pension scheme to help you save for the future Development and progression opportunities across stores and Head Office A paid volunteering day and opportunities to be a part of our company Purpose Groups About schuh At schuh we are the 'Same but different'. By embracing diversity and promoting inclusivity, we aim to empower our people to be fiercely and unapologetically themselves. This means you will support our commitment to diversity, equality and inclusion, and ensure that colleagues and customers from all backgrounds, beliefs and communities are treated fairly. We are committed to providing reasonable adjustments to support disabilities or health conditions. Please let our talent team know of any adjustments needed during the hiring process. Our Talent Acquisition Team will work as quickly as possible to review your application. In the meantime, if you have any questions or would like any additional information at all, please contact talent@schuh.co.uk