IT Service Desk Analyst

3 weeks ago

Walsall, Walsall, United Kingdom Poundland Full time
About the Role

We are seeking a skilled IT Service Desk Analyst to join our team in Walsall. As a key member of our IT department, you will play a critical role in ensuring the smooth operation of our organization's IT systems and providing exceptional customer support.

Key Responsibilities:

  • Receive and respond to incoming calls, emails, and tickets from end-users regarding IT issues and service requests.
  • Provide courteous, professional, and efficient support to end-users, ensuring high levels of customer satisfaction.
  • Regularly review and update the customer-facing knowledgebase with relevant troubleshooting guides, FAQs, and resolutions to common issues.
  • Proactively identify recurring issues and trends and propose solutions to prevent future problems.

Requirements:

  • Experience with ticketing systems, knowledgebase tools, and remote support tools.
  • Proven experience in a customer support role, preferably in an IT service desk environment.
  • Strong written and verbal communication skills.
  • Ability to work well under pressure, responding quickly to production issues and finding meaningful workarounds until a release can be made.
  • Excellent troubleshooting and diagnostic skills.
  • Customer-facing and service skills.
  • Effective problem-solving abilities.
  • A proactive, can-do, and tenacious attitude.

About Us:

Poundland is a leading retail company with over 900 stores and nearly 18,000 dedicated colleagues across the UK and Republic of Ireland. We are committed to providing amazing value to millions of customers while fostering an environment where every colleague can thrive and contribute to our mission.

We uphold three core behaviours that guide all our actions: Love our customers, Care for our colleagues, and Protect the Pounds and Euros. By living our behaviours every day, we've created a land that is fun, friendly, and full of surprises—a place where our people can truly be the best versions of themselves.

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