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Mountain Warehouse

Technology Service Desk Analyst

Mountain Warehouse

Technology Service Desk Analyst in a retail environment managing user support requests with hybrid working arrangements in London. Collaborating with technical teams on incident resolution and service requests.

Posted 7/22/2026full-timeLondon • 🇬🇧 United KingdomJuniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Technology Support, including incident management and user account administration, while providing exceptional customer service in a fast-paced environment. Proficient in troubleshooting and resolving issues related to Windows 11, Microsoft 365, and retail technology.

Highest-signal resume keywords
Windows 11 SupportMicrosoft 365 Application SupportActive Directory AdministrationITSM Platform ExperienceCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Incident ManagementService Request ManagementUser Account AdministrationPrinter SupportBasic Networking ConceptsTroubleshootingDesktop SupportLaptop SupportEPOS Systems SupportVPN Configuration
Soft Skills
Strong Communication SkillsOrganisational SkillsAttention to DetailSelf-MotivatedAbility to Explain Technical Concepts
Tools & Technologies
ITSM PlatformJira Service ManagementAzure EntraExchange OnlineTechnology Service Management Platform
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Retail TechnologyHybrid Working EnvironmentsService DeskHelp DeskTechnology Support

Tech Stack

Tools & technologies
AzureDNSITSMTCP/IP

About the role

Key responsibilities & impact
  • Act as the first point of contact for Technology support requests from stores and Head Office users.
  • Log, categorise, prioritise and manage incidents and service requests within the Technology Service Management platform.
  • Provide regular updates to customers and maintain ownership of tickets throughout their lifecycle.
  • Resolve first-line incidents wherever possible and escalate complex issues with appropriate troubleshooting information.
  • Ensure tickets are managed in accordance with agreed SLAs and operational procedures.
  • Support users with:
  • - Windows 11
  • - Application support - Covering Microsoft 365 applications and internal applications
  • - Active Directory and Azure Entra account administration
  • - Password resets and account access issues
  • - Printers and peripheral devices
  • - Mobile devices
  • - EPOS and retail technology
  • - VPN and connectivity issues
  • - Install, configure and support desktops, laptops and associated hardware.
  • Create and maintain knowledge base articles and support documentation.
  • Participate in team knowledge-sharing activities.
  • Follow Technology security policies and procedures.

Requirements

What you’ll need
  • Minimum 1 year of experience in a Service Desk, Help Desk or Technology Support role.
  • Experience using an ITSM platform to manage incidents and service requests.
  • Good working knowledge of:
  • - Windows 11
  • - Microsoft 365
  • - Active Directory
  • - User account administration
  • - Printer support
  • - Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
  • Strong customer service and communication skills.
  • Ability to explain technical concepts to non-technical users.
  • Strong organisational skills and attention to detail.
  • Ability to prioritise workload effectively in a busy support environment.
  • Self-motivated with a logical and methodical approach to troubleshooting.
  • Experience supporting retail technology or EPOS systems (Desirable).
  • Experience with Azure Entra or Exchange Online administration (Desirable).
  • Experience using Jira Service Management (Desirable).
  • ITIL Foundation certification (Desirable).
  • Experience supporting hybrid working environments (Desirable).

Benefits

Comp & perks
  • - Competitive salary and benefits package
  • - Hybrid working, 3 days in London based office & 2 working from home
  • - Holiday allowance
  • - 50% staff discount & 25% for family and friends
  • - Pension scheme