Helpdesk Analyst Full Time

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

Please note that only successful candidates will be contacted.

All applicants must have the right to live and work in the UK.

If you want to find out more about us, what it is like to work for us, all about our benefits, and our pledges on Diversity, Inclusion and Belonging, please visit our website.

Space NK are an equal opportunities employer.

How We Will Use Your Information

We will use the information you provide to us with your job application to help us process your application for the specific job you have applied for. If you apply speculatively, we will process your application for the job/relevant business area that you detail within your email.

Please note that our current system does not use an automated filtering system.

All applications made via the website, through a third-party website or in-store will be kept on file for a period of 12 months.

This information will be retained and used to assess your suitability to similar positions that may arise in the future, or if the initial vacancy becomes live again during the 12-month period. If you would prefer us to not hold your information on file/ you wish to be ‘forgotten’ if you are not offered a position with Space NK, please email your ‘right to be forgotten’ to our recruitment email address with RIGHT TO BE FORGOTTEN as the title of the email. We will always inform you when we have deleted your application details, otherwise we will treat your application as consent to us holding this information.