Service Desk Technician (1st Line) - 12 months Fixed Term Contract

 

This role exists to provide 1st line technical support and assistance to the entire Gymshark staff and the facilities in which we operate. As the first point of contact for users seeking technical assistance you will play a crucial role in ensuring the smooth operation of Gymshark.

WHAT YOU'LL BE DOING:

Support:

• To work and collaborate within a World Class Technical Support Team supporting Hardware/Software, Internal Systems, Retail, and all other aspects of Gymshark’s Tech Issues
• To assist the Service Desk Manager with the On-Boarding experience to all new Gymshark Employees to ensure they can hit the ground running with all the IT skills/functionality required for their roles.

 Responsible for:

• Providing 1st line technical support and assistance to end-users
• Triaging and resolving hardware & software issues
• Setting up and maintaining computer systems
• Monitor and maintain IT inventory
• Document technical procedures and solutions
• Provide technical support for Retail store systems, including POS, network connectivity and in-store devices

Accountable for:

• Providing high quality technical support to end-users with agreed upon service level agreements
• Providing timely and accurate updates to end-users on the status of their support requests
• Adhering to all relevant IT policies and procedures, including security policies and data protection regulations
• Contributing to the continuous improvement of the IT support function by identifying areas or improvement and making recommendations for change

Collaboration:

• To work in conjunction with the Tech Team to ensure all issues are fixed quickly and efficiently. To help and assist where necessary
• Work collaboratively across all departments within the business and contribute with your technical experience where applicable
• Liaise with Retail teams and MSP’s to ensure seamless IT support for store operations and customer experience

WHAT YOU'LL NEED:

Essential Criteria:

• Strong technical knowledge in computer hardware, software and networks
• Technical knowledge of the latest Windows and Mac Operating Systems
• Excellent problem-solving and troubleshooting skills
• Strong customer service skills
• Ability to work independently and manage time effectively to meet deadlines and SLA’s
• Strong analytical and critical thinking skills to quickly diagnose and resolve technical issues

Preferred Skills: 

• Familiarity with remote access tools such as Teamviewer and Microsoft Remote Desktop
• Familiarity with Mobile Device Management solutions
• Experience with IT Service Management (ITSM) Tools and Ticketing Systems
• Understanding of networking principals and protocols
• Familiarity with cloud computing platforms such as Microsoft Azure

 

CLOSING DATE: 24/12/2025