At Debenhams Group, technology is at the heart of everything we do. We’re a fast-paced, digital-first company, proudly cloud-native, and always looking ahead to stay at the forefront of innovation. Our Tech team plays a pivotal role in driving the success of every function across the business, ensuring our systems are not just fit for today but future-proofed for tomorrow.

As a 2nd Line Support Analyst, you’ll be part of a dynamic team that keeps our tech ecosystem running smoothly - from the frontline tools our colleagues rely on to the cutting-edge platforms that power our iconic brands. Whether it’s supporting our frontend websites and apps, enhancing our buying and merchandising systems, or streamlining internal operations, your expertise will help drive efficiency, innovation, and an unbeatable user experience.

If you thrive in an exciting, fast-moving environment and love the challenge of problem-solving while working with the latest tech, we want you on board. Join us in shaping the future of fashion retail.

Your team

You’ll be joining a collaborative, forward-thinking Tech team that underpins everything we do at Debenhams Group. We’re the driving force behind the technology that powers our brands, ensuring seamless operations across the business. From supporting colleagues with their tech needs to maintaining and improving the systems that keep our websites, apps, and operations running smoothly, we make sure everything works - fast, efficiently, and at scale.

We embrace innovation, problem-solving, and continuous improvement, always looking for ways to enhance the way we work. With a mix of talented specialists and a shared passion for technology, we work together to tackle challenges and deliver solutions that make a real impact.

What you'll be doing

• Troubleshoot and maintain end-user devices, including both Windows and macOS laptops/desktops, as well as Android and iOS phones and tablets.
• Handle escalated support tickets and provide efficient resolution for hardware, software, and network-related issues.
• Support and maintain audio-visual systems and Logitech meeting rooms to ensure smooth operation.
• Provide system administration for Microsoft Entra, Intune, SharePoint, Teams, JAMF, and Active Directory.
• Manage user accounts, permissions, and access rights in Active Directory and other systems.
• Install, configure, and maintain operating systems (Windows, macOS) and relevant software applications.
• Respond to and resolve technical support tickets via phone, email, or in person.
• Assist with the deployment of new computer systems and IT equipment.
• Maintain and update IT documentation, including system configurations, troubleshooting procedures, and IT policies.
• Collaborate with IT teams to implement security measures and ensure compliance with company policies and industry best practices.
• Provide end-user training on software applications, best practices, and IT policies.
• Monitor system performance to ensure optimal functionality.
• Assist with IT asset management, inventory tracking, and procurement processes.
• Escalate unresolved issues to higher-level support teams or vendors when necessary.
  
  

What we’re looking for

The ideal candidate will have proven experience in desktop support or IT helpdesk roles, with strong knowledge of both Windows and macOS operating systems. This role will involve providing technical support to both local and remote sites, maintaining end-user devices, and administering systems such as Microsoft Entra, Intune, SharePoint, JAMF, and Active Directory. The successful candidate will have the opportunity to develop their career within our growing IT department.

• Proven experience in a desktop support or IT helpdesk role, with a strong understanding of IT systems and processes.
• Expertise in Windows and macOS operating systems.
• Hands-on experience with Microsoft Office 365, SharePoint, Active Directory, Microsoft Entra, Intune, JAMF, and basic networking.
• Basic understanding of network protocols, VPNs, and remote desktop solutions.
• Knowledge of IT security best practices and endpoint protection.
• Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
• Excellent communication, interpersonal, and customer service skills, with the ability to clearly explain technical concepts to non-technical users.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are a plus.

Why join us

Our mission is to create a workplace where everyone is respected, their individual differences are valued, and they can be themselves at work without exception. 2025 is a year for making bold moves, delivering real results, and driving forward with unstoppable momentum. If that excites you, then you belong at Debenhams Group. Let’s lead the change together. 🚀

Benefits Include: (subject to level and eligibility)

• 25 days holiday plus bank holidays
• Discretionary bonus scheme
• Company share scheme
• Life Assurance
• Company Pension Scheme
• Flexible working hours
• Employee assistance programme including 24-hour confidential helpline
• Our Reward Platform allows you to tailor your benefits to suit your needs - such as Private Healthcare, Dental and Healthcare Cash Plans, a Cycle2work Scheme and plenty of fun anytime benefits such as coffee club or virgin experience days.
• 40% discount across 4 brands, 20% discount on Debenhams
• Discount & Cashback portal
• Season Ticket Loans
• Learning and development support and opportunities both internally and externally
• Our social calendar? Next level!

 #LI-GS1