Service Desk Analyst

2 weeks ago

Rubery Worcestershire, United Kingdom Select Service Partner (Head Office) Full time

About Us: SSP is a leading operator of food and beverage outlets in travel locations worldwide, with c.42,000 colleagues in over 600 locations across 36 countries. We operate sit-down and quick service restaurants, cafes, lounges and food-led convenience stores, principally in airports and train stations, with a portfolio of around 550 international, national and local brands. These include our own brands Upper Crust, Millies Cookies etc. as well as franchise brands such as M&S, Starbucks and Burger King. Our purpose is to be the best part of the journey, and this is underpinned by our aim to bring leading brands and innovative concepts to our clients and customers around the world, with an emphasis on great value, taste, quality and service. About the role: In this role, you are the first point of contact for the users who call our Digital & Technology Service Desk, providing the highest level of customer service. You will answer incoming calls, track all information in a call logging system, using documentation and your expertise, to resolve tier 1 requests in a timely fashion. You will escalate unresolved problems/issues/requests to the 2nd tier support team. You will be troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems for our trading units and providing basic desktop support for our head office colleagues. The D&T Service Desk currently provides support on a shift basis from 7:00am – 7:00pm Monday to Friday, 7:00am - 1:30pm Saturday and Out of Hours support outside of these hours. This will involve an element of shift work, so some flexibility in working hours is required. There will also be occasional travel based on training requirements. What you’ll be doing:

  • Provide 1st line support for all Digital & Technology supported Services including troubleshooting of IT related problems from software to hardware, such as EPOS systems, laptops, PCs, printers, basic network issues and supported applications.
  • To act as the first point of contact for phone calls and self-service tickets received from colleagues regarding D&T issues and to log all calls in the designated ITSM ticketing system.
  • Follow standard Service Desk operating processes and procedures; accurately logging all Service Desk tickets using the defined call logging software.
  • Escalate unresolved incidents to the 2nd/3rd tier support teams in line with agreed processes, including liaising with external partner organisations where appropriate.
  • Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.
  • Build and maintain effective and productive working relationships with colleagues, key stakeholders, our thirdparty partners and suppliers, support the company’s mission and business objectives.
To be successful in this role you will need:
  • Good interpersonal skills and ability to work well with others ability to work under pressure, maintaining accuracy whilst achieving timescales.
  • A passion for IT and a willingness to learn and support company growth.
  • Excellent oral and written communication skills.
  • Good problem-solving skills and the ability to visualise a problem and solve in an abstract way.
  • Friendly presence and helpful attitude.
  • Ability to work with or without direct supervision.
Desirable:
  • Previous experience working in a technical Service Desk role, having a good understanding of Service Desk policies and procedures.
  • Knowledge of EPOS Systems, including Network Infrastructure, Databases, and associated Applications.
  • An understanding of ITIL fundamentals.
Belong at SSP: Diversity and Inclusion is a priority at SSP. We are an equal opportunities employer committed to engaging all of our people, so they feel valued and motivated; we champion diversity, promote inclusion, and ensure equality. We respect and protect human rights and prevent discrimination; and we positively impact our communities. We encourage and welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual identity and orientation or age

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