Job Description

IT Service Desk/ Support Analyst
Location: Cullompton
About Us: Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. As part of our commitment to continuous improvement, we are undertaking a group-wide IT equipment upgrade. Join our dynamic Technology Team and be part of a project that will modernise and enhance our IT infrastructure across the UK.
: We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.
Key Responsibilities:

• Service Desk Support: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
• Technical Troubleshooting: Support and triage issues across Windows-based software and business-critical applications in Warehouse, Transport, and Back Office environments.
• Hardware Management: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, and warehouse equipment.
• Business Change Support: Assist with IT aspects of site openings, closures, and office relocations.
• User Communication: Engage effectively with users at all levels, ensuring clear updates and managing expectations.
• Ticket Management: Log, prioritise, and resolve tickets in line with SLAs, always maintaining a customer-first approach.
• Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality and user satisfaction.
• Monitoring & Escalation: Use monitoring tools to proactively identify issues and escalate where necessary.
• Collaboration: Work closely with other Technology teams to ensure smooth transitions of new systems and updates into support.
• On-Call Support: Participate in the out-of-hours support rota as required.
• Travel: Occasionally travel to other Gregory Group locations to support incidents or project delivery.

Required Experience:
IT Support Experience: Minimum of 2 years' experience in a similar role

• Communication Skills: Confident in supporting users of varying technical ability.
• Attention to Detail: High level of accuracy in builds and documentation.
• Self-Management: Ability to manage workload and meet project deadlines.
• Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.

Why Join Gregory Distribution Ltd?

• Competitive Salary: 26,000pa - 31,000pa (Including on call pay), Depending on experience!
• Hours: 07:30-18:00, with rotating early and late shifts covering a working day Monday to Friday (Including 4 days per week based in Cullompton)
• Training: Monthly Courses for a variety of areas.

• Benefits: Additional holiday purchasing scheme*, Retail discounts with Circular Benefits*, Retail Trust Wellbeing Support*, and more.
• Career Growth: Explore opportunities for professional development within our expanding business.
• Company Benefits: Excellent holiday allowance. Life assurance, pension, and sickness scheme*.
• Extras: Christmas Savings Club*, Black Circle Tyre Discount*, Cycle To Work Scheme*, Free Uniform and paid Volunteer Day.
• Wellbeing Support: Benefit from the Retail Trust Wellbeing Support* program.
• Team Environment: Be part of a strong culture of teamwork and collaboration.

How to Apply
If you have the drive to be the best and want to be part of a flourishing and ambitious company, apply now!
Please submit your application as soon as possible. Due to high volumes of applications, we reserve the right to close adverts before the closing date once we have received sufficient applications.
Eligibility: Applicants must be eligible to work in the UK with no restrictions. Proof of Right to Work will be required at the interview stage.
Contact Us: For any queries, please contact our Recruitment Team at . Our team is available Monday to Friday, 08:30hrs - 17:00hrs.
Note to Recruitment Agencies: We prefer to recruit directly but have a Preferred Supplier List for when we need assistance. We'll be in touch if we need you.
*Subject to terms and conditions.

Skills Required