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About the Role

We are seeking a motivated and customer-focused Technical Helpdesk Analyst to join our Technology Support team. This role provides first-line technical support to end users across end user computer, applications, and network services. The role will involve occasional travel to support store estate expansion and upgrades.

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, POS hardware, core business applications, Microsoft 365, and basic network connectivity
• Log, track, prioritise, and manage incidents and service requests in line with SLAs
• Escalate complex or unresolved issues to 2nd/3rd line support teams
• 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

Requirements

• 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
• 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)
• Previous experience in a help desk, IT support, or customer-facing environment (desirable)
• Entry-level technical qualifications (desirable)
• Must have the right to live and work in the UK

Skills

• Customer service
• Communication
• Problem-solving
• Attention to detail
• IT support
• IT security
• Teamwork
• Windows OS
• Microsoft 365
• Networking
• CompTIA A+
• Microsoft Fundamentals
• ITIL Foundation

Location

• West London Distribution Centre

Work Type

• 5 days out of 7 (including weekends)
• Full-time

Experience Level

• Early stage of IT career
• Entry-level

Education Level

• CompTIA A+
• Microsoft Fundamentals certifications (e.g. MS‑900, AZ‑900)
• ITIL Foundation certification or general ITIL awareness

Benefits

• Details available on the company website

About the Company

• 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.
• 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.

Equal Opportunity

• Space NK are an equal opportunities employer.