Technology Help Desk Analyst
1 week ago
Reports into: Technology Help Desk Manager
Location: Hendon & Camden (occasional travel to GAIL’s retail locations)
Working Hours : 37.5 hours including evenings and weekend on-call rota cover
Overall Purpose of the Role
- A hands-on role to deliver technology service level agreements with the wider business.
- Resolve questions related to systems, software, connectivity and hardware.
- Successfully triage tickets and deliver self-help solutions and recommendations.
- Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.
- Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.
Areas of Responsibility
- Reporting to the Technology Help Desk Manager.
- Work flexibly and be part of the on-call rota.
- Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
- Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
- Provide Hardware and Software support both locally and remotely for the Group
- Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
- Manage your ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s).
- Liaise with and escalate issues to 2nd and 3rd line technicians.
- Possible travel around London to resolve issues requiring intervention
Experience/Skills:
- A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)
- Strong organisation skills, personally and professionally.
- “Can do” outlook and approach to work.
- Technology qualifications / certifications a bonus.
- Excellent written and verbal communication skills
- Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
- Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.
- Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
- An ability to think critically about systems and to adjust consistently as needed
- Document learnings to build the knowledge repository.
- Willingness and ability to learn about standard and bespoke applications
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