Helpdesk Analyst

If you love beauty, you’re in the right place. As the ultimate curator of over 100 of the most in‑demand, highly innovative and boundary‑pushing beauty brands, we are the go‑to destination for worldwide beauty discovery. Together through our neighbourhood stores, online presence and loyalty scheme, Space NK has built a flourishing community in which to discover beauty. The customer is at the heart of everything we do, and we will always endeavour to offer everything they need to help them explore, experiment, and enjoy our brands. Job Title Helpdesk Analyst Reporting To Technology Support Manager Location West London Working Pattern 5 days out of 7 (including weekends) Hours 9:00am – 5:30pm Role Overview We are seeking a motivated and customer‑focused Technical Helpdesk Analyst to join our Technology Support team based in our West London Distribution Centre. Reporting to the Technology Support Manager, this role provides first‑line technical support to end users across end user computer, applications, and network services. This is an excellent opportunity for someone at an early stage of their IT career who is passionate about technology, problem‑solving, and delivering outstanding customer service. As part of our continued growth, the role will also involve occasional travel to support the expansion and upgrade of our store estate. This may include overnight stays, ranging from one night to several days depending on project requirements. Flexibility and willingness to travel are advantageous. Key Responsibilities Act as the first point of contact for IT support queries via phone, email, and ticketing systems Diagnose, troubleshoot, and resolve issues relating to: End user computing (Windows devices, laptops, desktops, printers, peripherals) Point of Sale (POS) hardware Core business applications and Microsoft 365 Basic network connectivity issues (LAN, Wi‑Fi) Log, track, prioritise, and manage incidents and service requests in line with SLAs Escalate complex or unresolved issues to 2nd/3rd line support teams where appropriate Provide clear and timely communication to users on issue progress and resolution Maintain accurate technical documentation and knowledge base articles Support system setups, user onboarding/offboarding, and standard hardware/software deployments Ensure a consistently high level of customer satisfaction and professionalism Essential Skills & Experience Strong customer service mindset with excellent verbal and written communication skills Logical problem‑solving ability and attention to detail Basic understanding of IT support environments Basic understanding of IT security practices Ability to work independently as well as part of a team Willingness to work a rotating 5‑in‑7 schedule, including weekends Technical Capability End user computing support (Windows OS, user profiles, hardware troubleshooting) Application support (Microsoft 365, email, collaboration tools) Basic networking knowledge (IP addressing, connectivity, Wi‑Fi troubleshooting) Desirable Previous experience in a help desk, IT support, or customer‑facing environment Entry‑level technical qualifications, such as: CompTIA A+ Microsoft Fundamentals certifications (e.g. MS‑900, AZ‑900) ITIL Foundation certification or general ITIL awareness All applicants must have the right to live and work in the UK. Space NK are an equal opportunities employer. #J-18808-Ljbffr Space NK