Service Desk Advisor

2 weeks ago

Bracknell, United Kingdom Sally Europe Full time

We’re Sally Europe, the biggest supplier in Europe for hair and beauty professionals. We bring together the following market-leading professional brands; Sally, Salon Services, Pro Duo, Salon Success and Sinelco and we operate across 7 European countries.

Our mission is to be the preferred partner for professionals across Europe, but we are not stopping there. We care about making a difference to our employees and customers and getting it right each time. Our people throughout have a forward-thinking ethos, teams are always striving to inspire others, and we continue to deliver new and innovative solutions that leave that lasting impression.

We are looking for an IT Service Desk Advisor**,** based at our office in Bracknell. The role offers hybrid working and will form part of a 7 day per week support shift pattern.

**About the role **

Our IT Service Desk Advisors are responsible for first line and 'first time fix' IT support services to Sally Europe staff and locations across the UK, Ireland, Belgium, France, Germany, Italy, Netherland and Spain. Locations include 400+ retail outlets across 7 European countries, offices in 3 European countries, 4 European warehouse facilities, a customer contact centre and all field based employees.

**Key Responsibilities **
- Log all tickets (incidents and requests) working to the agreed incident management process, problem management, change management and service reporting processes
- Interact and coordinate with vendors, suppliers, distributors and 3rd party consultants
- Provide efficient and reliable 1st/2nd line support for the entire Sally estate using both local and remote support and working with 3rd party suppliers, ensuring agreed service levels are adhered to
- Carry out any software or hardware installation/rebuild as required
- Monitor IT services in a proactive way to minimise the occurrence of service outage
- Consistent delivery of exceptional customer service to internal and external customers
- Actively work on and demonstrate customer focus/feedback and implement improvements if required
- Engage with 3rd party break - fix suppliers for the Sally Europe estate

**About you **
- Willingness to work on shift patterns that will include weekends and public holidays
- Proven ability to work in Service Desk in a multi-supplier, multi-location/country retail environment
- Ability to demonstrate understanding of computer hardware, operating systems functions and components
- Exceptional attention to detail
- Willingness to solve problems - getting to root cause
- Excellent relationship builder, experienced at working across all levels in an organisation
- Excellent verbal and written communication skills, able to communicate at all levels
- Ability to work under pressure and to tight deadlines

**What’s in it for you?**

A competitive salary, excellent benefits package and a genuine opportunity to drive your career forward whilst working with an enthusiastic and joyful team

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