Service Desk Analyst – IT Support

About the role

The Service Desk Analyst will provide first‑line IT support for BOYLE Sports' retail estate, corporate and digital environments. You will be the primary point of contact for hardware, software and network issues, ensuring high‑quality service across more than 350 sites in the UK and Ireland.

Key responsibilities

• Deliver first‑line support for all hardware, software and network incidents.
• Monitor production systems, communicate outages, and manage incident resolution.
• Troubleshoot, prioritize and resolve issues, escalating to Development, Network or Systems teams when needed.
• Create and maintain knowledge‑base articles and problem‑resolution documentation.
• Support EPOS, screens, printers, biometrics, VOIP phones and other peripheral devices.
• Assist with new building fit‑outs, relocations and changes to IT infrastructure.
• Coordinate with third‑party service providers to maintain end‑to‑end support.
• Handle support queries for websites, betting platforms and in‑house applications.
• Process new‑starter and leaver requests within SLA and ensure all tickets are logged and tracked.
• Provide on‑call coverage 24/7 on a rota basis.

Required profile

• Proven experience in an IT Service Desk or 1st‑line support role.
• Ability to work independently, take initiative and manage multiple tasks simultaneously.
• Experience in fast‑paced, technology‑driven environments.
• Familiarity with cloud‑based tools such as Google Workspace.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Office 365 applications.
• Active Directory and Group Policy.
• Citrix and Avaya phone systems.
• Basic networking – DNS, DHCP, Cisco routers and switches.
• Knowledge of SCCM or other software distribution tools.
• Understanding of Microsoft Windows desktop environment.
• Experience with ManageEngine (bonus).NET and Oracle technology stacks.
• Familiarity with EPOS systems and VOIP telephony.