Service Desk Technician (1st Line)

OVERVIEW:

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

Experience with Windows & Or Mac OS

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: 30/03/26 Please note that the role may be closed early, due to volume of applications

Please note that this is a hybrid role and will be based on site at our HQ in Solihull, West Midlands with a minimum of 3 days a week, potentially more during busy periods.

BELONGING AT GYMSHARK.

Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email talent@gymshark.com.

ABOUT US.

We’re here to unite the conditioning community. We believe that putting the sweat in today, prepares us for tomorrow. So, we give people the tools they need to reach further, go faster, be stronger. We celebrate those who show up – for themselves – to be their physical or mental best, whatever that means for them. It’s what we want for our community, and our team. A team that’s growing rapidly around the world. A collective of talented individuals working together to invent Gymshark’s future. Our plans are ambitious, and we’re looking for people who want to join us for the ride – our growth will be your growth.

THE PERKS.

Standard benefits include:

Performance-based Bonus opportunity

Funded Healthcare benefit

25 days holiday, additional day for your birthday & Bank Holidays

Contributory Employer pension scheme

Flexible benefits programme – including salary sacrifice EV scheme, dental insurance, cycle to work, tech scheme, holiday trading

Gymshark Employee Discount & long service awards

Access to High Street cashback and discounts

Financial, Physical and Mental Wellbeing Support

Enhanced Family Leave package

Life Assurance

Office location specific benefits include (IQ):

Gym Membership to The Lifting Club (LC)

Onsite lunch provision & coffee bars

EV charge points available

Note: The bonus program and benefits have certain eligibility requirements. Gymshark reserves the right to amend these programs in whole or in part at any time without advance notice.