IT Service Desk Analyst
1 month ago
CARPETRIGHT is on a technology journey that will see us build on our strengths and revolutionise what we do, and how we do it.
With over 30 years at the forefront of an ever-evolving industry, we’re always looking for new ways to improve. Embracing new ideas and offering flexible solutions, both digitally and in-store, to delight our customers, trade partners and inspire our colleagues.
We're transforming our future by using the latest technology and building a team of IT experts who can help fast forward our mission to create the best omnichannel customer experience. With access to all the latest product releases and innovations, Carpetright is the place for you to develop and accelerate your career.
The Opportunity: IT Service Desk Analyst, Purfleet, Essex.
This is an opportunity to join our wonderful IT Service Desk team here at Carpetright. You’ll be tasked with ensuring all IT and system-related queries are dealt with in an effective and timely manner, enabling all our store and SSO colleagues to provide a continuous service to their customers.
About The Opportunity:
- You will resolve first- line operational issues and facilitate first-time resolution where possible, for all issues logged with the service desk via CRM platform CE.
- Microsoft Dynamics (D365) Support
- Talking store colleagues through common processes
- Changing passwords in CPOS and F&O
- Polling issues
- Store Support
- First line router/switch checks, diagnosing any network faults and if required escalating with MPLS provider in the event of a major outage.
- Requesting mobile PDQ if store outage is longer than 24hrs.
- Unlocking windows accounts and reset passwords.
- Meraki switch/AP support via Meraki portal.
- VoIP phone support, including logging a support ticket with phone provider.
- Store Support Office (SSO) Support
- Allocate tickets via CE to the relevant SSO department.
- Unlocking windows accounts and reset passwords.
- Estate Management
- Store opening – Build new systems and create store information in CE & F&O. Arranging phone line and MPLS provision including required hardware with partner.
- Store closing – Arrange with partner for hardware to be collected, along with arranging for all MPLS provision to be ceased.
- Hardware/ Cabling Requests – React to changing business requirements, including additional in-store terminals, AP’s, printers, cabling, and any other peripherals required.
- Manage “Change Requests” raised by internal IT department through CE.
- Building excellent working relationships with all business colleagues is essential to the success of this role, including Stores, Warehouse, SSO and field.
About Your Experience:
- have previous experience working in a front-line IT support environment.
- experience would be an advantage.
- OS knowledge, including Windows 10.
- goes without saying, you’ll have excellent customer service skills and telephone manner
- with Active Directory (AD) is also required
- qualifications an advantage but not necessary.
About You:
- interpersonal skills with the ability to work with technical and non-technical colleagues.
- and enthusiastic attitude, with a pro-active approach to problem solving.
- well as an individual or as part of the wider ICT team.
- good team player who enjoys a real challenge
Carpetright and our stable of group flooring brands is on a technology journey, and this role will play a crucial part in contributing to the successful navigation of change. If you’re interested in joining a high performing team where you’ll have the opportunity to fast forward your career, have access to the latest products and releases, then we’d love to hear from you.
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