The White Company | 1st Line Support Analyst | northampton

4 weeks ago

Northampton Northamptonshire, United Kingdom The White Company Full time
Our Story
From its inception in 1994, Chrissie Ruckers vision was to build a company that specialised in stylish, white, designer-quality items for the home that were not only exceptional quality, but also outstanding value for money. In addition to this devotion to simplicity, it was imperative the customer was put at the heart of everything and provided with a second-to-none shopping experience - and so The White Company was born.
Today, the company that began as a 12-page mail-order brochure has become one of the UKs fast-growing multi-channel retailers and a leading lifestyle brand with 72 stores across the UK and a highly successful online business.
Our Role
To provide first line support to The White Companys internal staff & stores. Work closely with 3rd party vendors to ensure services are delivered within the agreed SLA.
Main contacts: TWC staff all departments, Third Party Vendors, IT Projects team, Business Stakeholders, Senior Management.
Scope: Acting as first point of contact for all Incidents and Requests raised by the TWC business and Stores. Working with other resolver groups (Application Support, Networks and Infrastructure) to own and resolve Incidents and requests.
The role requires coverage predominantly in our Northampton office. It also requires participation on an on call support rota.
What youll be doing
Act as the first point of contact for support issues via phone, email, electronic request or in person. Accurately log, update and manage requests and incidents within the Freshworks tool. Log requests/incidents with 3rd party vendors as required. 1st line support to all TWC Internal applications and Email Deliver exceptional customer service to our internal user base. Follow documented service management processes. Create knowledge base articles & documentation as required. Work within defined SLAs. User / leaver process Access Control Mobile Phone and iPad setup and maintenance Store and Office Printer setup and maintenance Store Till support Remote Desktop Support (Application installs, troubleshooting and repairs) Daily routines/checks Taking on shift-left activities from other resolver groups. Monitoring and responding to Network outages New starter Hardware installations Be part of on-call rota to provide out of hours support
What will make you brilliant in this role
Excellent attention to detail. Ability to work well under pressure and within tight deadlines. Ability to work well in a dynamic team environment. A can-do attitude with the ability to work on your own initiative. Excellent organisational and time management skills. Approachable Confident communicator Experienced in owning issues through to resolution
What skills & experience youll need Basic Active Directory Knowledge (Creating user accounts, resetting passwords, group creation etc). Demonstrated IT Service Desk experience. Microsoft Exchange Knowledge (Creating mailboxes, amending distribution lists, smtp address etc). Networking knowledge (TCP/IP etc) Strong knowledge of Microsoft based products .Experience with troubleshooting Outlook within a network environment (Rules, Calendar Permissions, Delegation etc). ITIL Foundation v3 Certificate (Desirable). Previous experience working within a retail environment (Desirable). FreshService/Supporthub experience (Desirable)
Our Equality, Diversity and Inclusion statement of commitment
At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.
We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated.
Where difference is respected, encouraged, and celebrated. Where you can feel you belong.
We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process. We'd love you to join us on our journey.
Our Sustainability statement of commitment
We are committed to building a sustainable legacy that will enable a brighter future for people and our planet. We believe this should be reflected in everything we do.
PRIDE In everything we do
P Passionate We look for team members who are passionate about their expertise or role, who bring the best of themselves to work and have fun with it. We need people who are passionate about offering impeccable service to customers and colleagues
R Resourceful We love hearing from people who use their initiative to solve problems or make processes more efficient. We value people who use their industry knowledge to support the success of the team, and those who care about sustainability.
I Imagination - The best people at The White Company bring creative ideas and offer solutions to problems. We encourage everyone, no matter how junior, to share their ideas and have a voice
D Dedication We look for people who want to go above and beyond for their team and the business. We love seeing evidence of drive from people who are dedicated to being the best in their field of expertise.
E Everyone We all want The White Company to do well and we do that through a One Team, inclusive approach. We need team members who are supportive, respectful people who share ideas and support team wellbeing

JBRP1_UKTJ

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