Technology Service Desk Analyst
1 week ago
**Technology
Service Desk Analyst**
**Before
you read on, let’s start with what we’ll give you**:
- Car Allowance
- 25% discount off our products in store
- 33 days holiday (Inclusive of Bank Holidays)
- Holiday Purchase Scheme to increase your
annual leave entitlement
- Hybrid working - Manage your diary to be
where you need to be
- Company pension contribution
- Cycle to Work Scheme
- Employee Assistance Programme - Because you
matter
- Life Assurance plan
- Healthcare Cash Plan
- Free parking at our Support and Distribution
Centre
- Optional Charity Giving - “Pennies from
Heaven” and “Give as you Earn” schemes
**About
the Role**
Reporting into the Technology Service Desk Team Leader, you will play a
crucial role in delivering outstanding support to your colleagues across our
Stores, Distribution Centre (DC) and Support Centre (SC).
The
purpose of the role is to respond effectively to incidents and requests,
restoring service or fulfilling requests as quickly as possible whilst
communicating with all relevant stakeholders.
**About you**
You’re a natural communicator who enjoys keeping your colleagues in the loop,
ensuring they feel their issues are understood and giving them the confidence
the issues will be resolved. You thrive on seeing incidents & problems
through to resolution, spotting trends and holding yourself to the highest
best practice standards. You keep up to date with technology, enjoy getting
into the detail and owning issues.
This is an great opportunity for a technically minded and customer focused
Service Desk Analyst to join our evolving Technology Services team.
**Key**
Knowledge, Skills & Experience required**:
**Mandatory**
- Strong communication skills with an ability to
- Ability to logically troubleshoot issues and
- Demonstrable experience working within an
enterprise level Service Desk environment aligning to ITIL best practice.
- Technical
experience in operating systems, hardware support and basic networking.
- Experience of ITSM tools, remote access,
**Desirable**
- Certifications such as; ITIL Foundation,
Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.
- Retail technology experience.
- Application Support experience working closely
with a development team.
- Exposure to infrastructure concepts such as
Active Directory, VMWare, WAN/LAN etc.
**Key
responsibilities**:
- **Incident
Management**:Accurately logging, categorising, prioritising
and owning incidents ensuring all relevant data is captured as early as
possible in the lifecycle. Completing initial diagnostics, known error checks
and resolving or functionally escalating incidents to resolver groups
ensuring the right resolution path is applied and SLAs are monitored
continuously. Flagging any knowledge management opportunities prior to
closure. Closing the loop on all associated communications and linking
incidents to problem tickets where one exists.
- **Problem
Management**:Acting as an early warning system, spotting
incident trends, potential major incidents and aged incidents ensuring they
are flagged to the appropriate stakeholders as early as possible.
- **Request
Management**:Accurately logging, categorising, prioritising
and owning requests ensuring all relevant data is captured as early as
possible in the lifecycle. Confirming appropriate approvals, agreeing
timelines with the requestor. Assigning requests to resolver groups ensuring
the right resolver path is applied and SLAs are monitored continuously.
Flagging any knowledge management opportunities prior to closure. Closing the
loop on all associated communications.
- **Knowledge
Management**:Creating and maintaining known errors,
workarounds, knowledge articles & standard operating procedures. Seeking
training and documentation opportunities across Technology Services.
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