1st / 2nd Line Support Analyst (Retail Experience)

About the Role We are looking for a proactive 1st / 2nd Line Support Analyst to join our dynamic IT team in London. This is a hybrid role requiring a mix of remote work and days in our London office. You will provide essential technical support across our corporate and store systems. Because of the fast-paced nature of our business, previous experience working within a retail environment is highly desirable. Key Responsibilities * Act as the first point of contact for all IT disruptions and service requests. * Troubleshoot hardware, software, and network issues for remote and office-based users. * Support retail-specific systems, EPOS terminals, and store peripherals. * Escalate complex technical issues to 3rd line teams when necessary. * Log, track, and update all support tickets accurately within the service desk system. Skills and Experience Required * Proven experience in a 1st or 2nd line IT support role. * Strong technical knowledge of Windows OS, Microsoft 365, and Active Directory. * Previous experience in the retail sector is strongly preferred. * Excellent communication skills and a customer-focused attitude. * Ability to work under pressure in a fast-moving environment. Availability * This role requires an immediate start. Please only apply if you are available to notice-free or on a very short notice period