IT Service Desk

**Systems Analysis and Support**:

- Be flexible in working hours and offer out of hours support when necessary
- Ensure all issues are dealt with and escalated in a professional and timely manner
- Highlight issues and trends in calls
- Understand documented procedures
- Push through new ideas to ensure the continued progression of the department
- Suggest ideas and improvements
- Attend meetings alongside management
- Seek to improve the way we do things and identify opportunities for improvement
- Ability to analyse data, recognise trends and offer solutions
- Displays detailed knowledge in own area of expertise and an eagerness to learn new skills
- Responds quickly, taking prompt actions when faced with business critical issues. Considers impact to the business

**Responsibilities**:

- Work with the customer experience manager to onboard new process and procedures
- Engage with team leaders to identify training needs of the Service Desk
- To take the lead on new starter training plans and ensure new starters have the correct knowledge to fulfil their role
- Develop team members by setting and agreeing achievable objectives
- Keep the team up to date of any activity in stores, Warehouses and the rest of the business
- Have regular meetings with Support Operations Manager to review performance and training of the team
- Create and Manage a training plan/Roadmap for the Service Desk
- Ensure the best level of service is being provided at all times and is consistent with all team members
- Ensure systems and processes are used effectively
- Ensure Security policy is adhered to at all times
- Be aware of key events and manage any training/updates for the team around these events
- Develop and coach team members to achieve standards and objectives in line with Department Goals
- Makes best use of training, systems and knowledge to make decisions and resolve issues on own area of responsibility
- Meet regularly with other systems team to gain knowledge of new process to deliver training to the team
- Maintain a training log across the teams and ensure this is kept up to date

**Essential**:

- A positive, enthusiastic attitude and a first-class work ethic
- Highly motivated and resilient
- Organisation and planning skills
- Ability to work in a pressurised environment and remain calm under pressure
- Excellent leadership skills
- Ability to demonstrate and recognise excellent customer service
- Effective decision maker and ability to influence others at all levels
- Strong interpersonal skills to motivate and inspire your team
- Excellent written and verbal communication skills
- Ability to accept and learn from feedback
- Promotes an environment that supports Equal Opportunities
- Have a ‘Can Do’ approach. Creates opportunities or minimises problems
- Previous experience in a service desk
- Have a good understanding of processes within POS and The Support Center
- Experience using ServiceNow
- Knowledge of using GSuite