IT Service Desk Analyst

Location: The Entertainer Head Office

Contract Type: Permanent

Hours Per Week: 39.5

Salary: £26-28k plus profit related bonus

IT Service Desk Analyst

It's hard to imagine that the first Entertainer store only opened back in 1981. Today The Entertainer is the U.K.’s Largest Independent Toy Retailer. We have over 170 UK stores stretched across England, Wales, Scotland, Northern Ireland and the islands and we are still growing!  We have several flagship regional stores including the Bullring, Birmingham and our two Westfield London stores. We are also partnering with a growing number of retailers to showcase our brand selling our toys in their retail space. We also sell toys online via our website and other partner channels.


As a business, we own the Early Learning Centre, and Totally Toys brands as well as our own brand Addo Play. Outside of the UK we own the Poly Jugetes toy shops in Spain plus numerous Entertainer and Early Learning Centre international franchise partnerships.


With our Group Head Office based in Buckinghamshire we are focused on success. All of the projects that we undertake are to improve the business and to allow us to become a recognised high street name. We will also make sure that we offer progression to our team members and ensure that our values support everything that we do to achieve our goals.

We offer a standard 39.5 hour contract as well as a supportive Blended Working Policy which includes homeworking.

Your rewards will include: Profit Related Bonus, 20% Toy Discount, Life Cover, Payroll Giving, Pension, High Street & Leisure Discounts and Cycle to Work schemes.



Working in our busy IT function, you will work within the Service Desk team to ensure a timely, high quality delivery of support services to the office, store and warehouse teams. You will be responsible for monitoring SLAs for support services both internally and with external support partners working towards driving continuous service improvement and efficiencies within the IT service environment. You will be used to providing high quality customer service across a range of technology and services. Your background in technical support will enable you to assist IT staff and end-users to troubleshoot problems and provide satisfactory resolutions to issues raised. You will need a sound understanding of a retail IT landscape and retail business processes. You will also have a good working knowledge of ITIL and will be responsible for embedding these principles within the wider service team.

You will need to be available for out of hours escalations and may also be required to travel to relevant sites or third parties to enable efficient provision of service.  You will need to be flexible and able to work within a shift environment during our peak trading period. This role may require travel as part of EPOS IT deployments and troubleshooting.


  • Using the Service Desk tool, you will be responsible for all incident trend analysis leading to problem management and continuous service improvement where applicable.
  • Provide technical assistance and training to all internal computer system users. Support calls are accurately logged and given the appropriate priority.
  • Develop support documentation and procedures
  • Oversee the daily performance of our computer systems and servers.
  • Configure, build and test hardware (servers, workstations, till and EPOS equipment) for use across the enterprise as required.
  • Maintain record of problems and remedial action taken, and installation activities. Make use of estate-wide asset register of computer equipment.
  • Analyse user needs and recommend appropriate hardware and software.
  • Liaise with 3rd party support companies regarding in-store hardware and EPOS solutions and issues raised with hosted services.

Skills & Experience

  1. Excellent customer service skills and experience of working in a service orientated environment.
  2. Specific computer systems knowledge relating to Microsoft operating systems (Windows desktop/laptop and server systems).
  3. Microsoft business packages (expected area of expertise to include installation/configuration and use of packages to intermediate level).
  4. Knowledge of a how a service desk tool works (we currently use a tool called Hornbill).
  5. Knowledge on onsite Active Directory/Windows 7 and 10/Windows Server Management/Office 365/Teams.
  6. Basic TCP/IP network layer stack knowledge.
  7. Ability to manage and prioritise own workload and people management to deal with VIPs. Able to identify the business impact of support calls and to prioritise as appropriate.
  8. Hands on to assist with desk moves and installs.
  9. Telephony experience is welcome but not needed (Mitel).
  10. Understanding of BT Networks or Line installs on shop sites; ITIL; experience of POS Systems.




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