IT Helpdesk Call Analyst

Salary: £27,000 - 27,000 per year

Requirements

• We require fluency in Dutch, both written and spoken.
• We are looking for experience in a fast-paced Help Desk, Support Centre, or Retail environment.
• We need excellent customer service skills and a target-driven mindset.
• You should be able to communicate effectively by phone with people of varying IT knowledge.
• You must be comfortable working under pressure and taking ownership of resolutions.
• You should be tech-savvy with knowledge of hardware, software, databases, and remote access.
• You should have a solid understanding of computer systems, mobile devices, and technology products.
• You should be able to diagnose and resolve basic technical issues.

Responsibilities

• We are the first point of contact for Help Desk users.
• We answer incoming calls and emails and provide technical support and assistance.
• We troubleshoot issues using diagnostic tests and remote access.
• We aim to achieve first-time resolution whenever possible.
• We respond quickly to customer queries via email or phone.
• We determine the best solution based on customer issue details.
• We diagnose system errors and other technical challenges.
• We keep detailed logs of events and problem resolutions.
• We follow up proactively to ensure customer satisfaction.
• We request feedback and monitor calls to improve our training methods.
• We perform software installations and updates to resolve issues.

Technologies

• Hardware
• Support
• Mobile
• Vue

More

We are Retail Assist, a growing, award-winning technology company founded in 1999. We provide expert IT managed services and specialist software solutions to a wide range of clients, including Harvey Nichols, Signet, Selfridges, Dufry (World Duty Free Group), White Stuff, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, and Vue International. This is a full-time role on a rotational shift basis, including 1 in 3 weekends, and it offers the opportunity to work from home and our Head Office. We support your career development with training and support, and we offer benefits including 33 days of annual leave inclusive of bank holidays, a travel pass loan, cycle to work scheme, free eye tests, discounted Dental Care Scheme, the option to buy additional holidays, and access to a childcare scheme.

last updated 30 week of 2026