Technology Help Desk Analyst

2 weeks ago

London, United Kingdom GAIL's Full time

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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