Senior IT Analyst - Desktop Support Supervisor

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About the role

We are looking for an experienced IS Analyst to lead our Workplace Desktop Support team at Booker. This is a hands-on role that requires a strong balance of technical expertise and service delivery oversight.

As the Desktop Support Supervisor, you will be responsible for overseeing day-to-day team operations, managing workloads, and ensuring incidents and service requests are resolved in accordance with defined SLAs. You will work closely with internal IT teams-including Infrastructure, Networks, and the Service Desk-as well as external vendors to support and continuously improve our IT services.

Main Responsibilities

• The role focuses on supervision of the Desktop Support team, managing their day to day tasks and priorities.
• You will also play a critical role in maintaining and improving end-user satisfaction. You will ensure that the Desktop Support Team follow best practices, comply with company policies, and deliver support in a professional and efficient manner.
• Regular performance monitoring, coaching, and mentoring will be key aspects of your role, alongside reporting on team metrics and contributing to the development of IT support processes.

You will need

• Experience of Windows OS, Microsoft Defender for Endpoints, Ivanti Unified Endpoint Management, Sophos, Microsoft Office O365

• Knowledge of wholesale industry business processes

• Service management skills

• Technical project management skills

• Line management

• Good people management skills, with proven ability to work effectively with other internal and external teams.

• Technical project management skills and successful delivery of large-scale IT deployments.

• Service management skills with experience of maintaining and improving IT infrastructure.

• Consistent delivery of results.

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package