Service Desk Analyst

4 weeks ago

London Area, United Kingdom Nando's UK & IRE Full time
Job Title: Service Desk Analyst

Job Summary:

We are seeking a highly skilled Service Desk Analyst to join our team at Nando's UK & IRE. As a Service Desk Analyst, you will be responsible for delivering exceptional customer service and technical support to our users.

Key Responsibilities:

  • Log and resolve incidents and requests in a timely and effective manner
  • Collect and note triage information, and escalate issues when necessary
  • Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
  • Ensure restaurant hardware and software is investigated, troubleshoot, and resolved promptly
  • Manage new starters and leavers processes to ensure compliance objectives are met
  • Deliver tech inductions to new CS starters and provide technical training to users as needed

Requirements:

  • 18+ months Service Desk experience in a fast-paced environment
  • Understanding of ITIL practices
  • Experience with ticketing software (ITSM tool)
  • Strong WinOS, Mac OS, and iOS experience
  • End-user management experience - Active Directory, Exchange, O365
  • Provide remote user and site support
  • Understanding of ePOS hardware and software desirable
  • Able to set up mobile devices via MDM solutions
  • Strong pattern identification and data analysis skills - namely ticket-related
  • Good exposure to various Windows Server environments
  • Remote support experience - Teamviewer, VNC, etc
  • Troubleshooting networking issues
  • Liaise with 3rd party support/suppliers to assist with issue resolution

Personal Attributes:

  • Able to multitask
  • Great organizational skills
  • Able to take ownership of an issue and see through to resolution
  • Very strong written and oral communication skills
  • Very strong interpersonal skills
  • Ability to absorb and retain information quickly
  • Ability to document guidance, solutions, and workarounds
  • Ability to present ideas in user-friendly language to non-technical staff and end-users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation

Working Environment:

This is a day-rate contract position outside IR35 and not a permanent role. The successful candidate will be required to work on-site for the first month full-time, followed by 3 days a week on-site and 2 days working from home.

What We Offer:

Nando's UK & IRE offers a competitive day rate and a dynamic working environment. We are committed to providing our employees with the necessary training and support to excel in their roles.

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