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IT Support Specialist
2 months ago
Job Summary:
We are seeking a highly skilled IT Support Specialist to join our fast-paced IT team at B&M Retail. As a key member of our team, you will provide technical support to our user base, working closely with application, network, and security teams to ensure seamless service delivery.
Key Responsibilities:
- Provide technical support to the B&M user base, resolving issues efficiently and effectively.
- Maintain a high level of customer service, adhering to all service management principles.
- Take ownership of user problems, being proactive in resolving issues and escalating complex problems to the relevant IT resolver group.
- Ensure all issues are logged on the call logging system and manage calls to completion.
- Allocate complex issues to the relevant IT resolver group and arrange external technical support when required.
Requirements:
- Strong knowledge of IT systems, equipment, and software, with analytical and problem-solving skills.
- Experience in providing 1st line support to a large user base across multiple sites, ideally within a retail business.
- Ability to deal with a variety of support issues, with varying degrees of urgency, and work well under pressure.
- Excellent telephone manner and communication skills, with the ability to communicate on all levels.
- Strong problem-solving skills and a motivation to provide the best possible service to the customer throughout the support process.
- Excellent attention to detail and high levels of accuracy.
- Knowledge of the Manage Engine ticketing system is a plus.
What We Offer:
We offer a range of great benefits, including discounts in our stores, a colleague portal offering discounts for numerous retailers, and more.
