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3 months ago
About Southern Co-op
At Southern Co-op, we're more than just a business; we're a member-owned organization dedicated to serving our local communities and putting people first. We offer a supportive and collaborative work environment where you can make a real difference.
The Opportunity
We're seeking a Service Desk Analyst to join our Commercial Support team on a part-time basis. You'll play a vital role in providing technical assistance and support to our colleagues across various departments, including retail stores, Franchise operations, Starbucks locations, Funeralcare services, and Head Office.
Your Responsibilities
- Act as the primary point of contact for colleagues seeking help with IT-related issues and inquiries.
- Prioritize support requests to ensure timely resolution of critical incidents impacting business operations.
- Log all service requests into our system, accurately assigning priorities based on established service level agreements (SLAs).
- Provide first-line technical support to troubleshoot a wide range of incidents affecting daily business activities.
- Utilize support tools, such as remote desktop access, to assist colleagues remotely.
- Escalate unresolved issues to appropriate second-level support teams, both internal and external.
- Maintain clear communication with customers by providing regular updates on incident status and resolution progress.
Your Skills and Qualifications
- Exceptional customer service skills and a commitment to teamwork.
- Excellent written and verbal communication abilities, including a professional telephone manner.
- Strong organizational and prioritization skills to manage multiple tasks effectively.
- A self-motivated and proactive approach to problem-solving.
- Prior experience in incident management is desirable but not essential.
Benefits of Joining Southern Co-op
We offer a competitive salary and benefits package, including:
- Competitive hourly rate
- Generous annual leave entitlement (pro rata)
- Employee discount across our stores
- Healthcare cash plan
- Share incentive plan
- NEST pension scheme
- Cycle-to-work scheme
