Service Desk Analyst

3 weeks ago


High Wycombe, Buckinghamshire, United Kingdom Dreams Ltd Full time
About the Role

We are seeking a highly skilled Service Desk Analyst to join our Technology team at Dreams Ltd. As the face and voice of our Technology department, you will be responsible for managing service requests and incidents, ensuring that our customers receive the best possible experience.

Key Responsibilities
  • Manage service requests and incidents in an efficient manner, ensuring resolution within set measures and KPIs.
  • Provide incident and problem management using service management tools, keeping customers up to date with all their requests and incidents.
  • Ensure daily and weekly checklists are completed correctly, and any issues are escalated through your line manager.
  • Ensure the security of working areas, systems, and data, adhering to all security regulations such as GDPR and PCI.
  • Check and troubleshoot level 1 and level 2 technical issues for internal employees, ensuring they can work efficiently.
  • Participate in shift and on-call schedules, including evenings, weekends, and Bank Holidays.
  • Establish cross-functional relationships at all levels within the business and technology department to ensure colleagues are supported throughout the lifecycle of incidents and requests.
What We Offer
  • Bonus: Our discretionary annual bonus scheme recognizes the hard work and dedication of our employees.
  • Discounts: Amazing staff discounts on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
  • Buy-in schemes: Opportunities to buy extra holiday, private healthcare, or savings and loans.
  • Parking: Free onsite parking for employees.
  • Wellbeing: Partnerships with the Retail Trust to offer a 24-hour helpline and out-of-hours GP service.
  • Electric Car Scheme: A budget-friendly way to reduce emissions.
  • On-site gym: A newly refreshed, free gym for employees to stay fit and energized.
  • Hybrid working: Flexible working hours to suit individual needs.

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