Service Desk Analyst

Job Title - Service Desk Analyst Salary -Up to £28,500 (depending on experience) Hours- Monday - Friday 8:30 - 17:00 Location- Stonehouse, GL10 3EZ - Office Based

At Gardiner Bros, we believe how we treat people matters. Starting as a small family run business in 1860, we've grown into a multi-million-pound partner to over 80 global brands, including Skechers, Crocs, Hush Puppies, Muck Boots along with our own brands Amblers Safety and Cotswold. We are also proud to distribute to some of the UK's Largest Online, Highstreet, and Outdoor retailers - Next, John Lewis, Screwfix, Mole Valley, Cotswold Outdoors, Freemans, JD Williams, Very, and Littlewoods to name a few.

Our IT team use a ticketing system to manage all requests and issues from the business, covering a broad range of queries. The service desk analyst is the first point of contact for office and warehouse staff across the business, for any IT queries or problems.

• Ensuring all requests are logged and processed through to resolution and keeping the end user updated.
• Being the first point of contact to resolve all requests where possible
• Troubleshoot hardware, software and connectivity issues across the business
• Escalating cases where necessary to 2nd line support and our external support providers where appropriate.
• Setting up IT equipment and access for new starters, as well as onboarding and exiting for employees.
• Supporting IT team with end user devices across the business such as, laptops, mobile devices, etc.
• Continually identify opportunities for improved operational efficiencies and the aim of eliminating repetitive issues.

The key things we are looking for in our service desk analyst is a proactive individual who is organised and able to deal with a variety of different tasks as well as strong customer service and communication skills, ability to talk to people of all levels and a want to develop their IT skills and knowledge.

• Previous experience in a service desk or IT support role with a strong customer service mindset
• Good knowledge of Microsoft Windows, Microsoft 365, Active Directory/Entra ID and end-user device support
• Strong problem solving, communication and organisational skills with the ability to manage priorities effectively

• 25 Days annual leave entitlement
• Enhanced maternity and paternity leave
• Generous staff discounts on all brands we supply
• Life assurance & company pension
• Discounts local gym memberships

We are committed to building a diverse and inclusive workplace where everyone feels valued and supported. We welcome applications from people of all backgrounds, experiences, and perspectives.

If you need any adjustments during the recruitment process, please let us know-we are happy to help!

Gardiner Bros & Co Ltd, Unit 4, Indurent Park, Haresfield, Stonehouse, Gloucestershire GL10 3EZ