Service Desk Analyst

The Opportunity

We're hiring an IT Service Desk Analyst to join our Support team to support our business stakeholders. The IT Service Desk Analyst is responsible for providing comprehensive support across a range of systems to ensure the smooth operation of technology within the organisation.

The Team

We want to create a place for teams to do their best work, and you'll have the opportunity to influence our decisions, help define standards across the teams and contribute to a healthy and happy working environment. You'll have a key objective to ensure that you work in a way that; delivers value quickly and safely, make data driven decisions, work in the open and create a learning culture.

About You

We are looking for a driven individual who has a keen eye for detail and strives to ensure that they produce accurate information through visually appealing reporting.

This is a very exciting opportunity for someone who ideally has:

• Basic Computer Operations including Internet and email protocols, connectivity and understanding of internet networking.
• PC and Hardware troubleshooting.
• Strong customer service skills.
• Solid problem-solving skills with proficient attention to detail.
• PC and networking expertise.
• Solid communication skills.
• Basic office networking.
• Strong technical understanding of voice, video and data.
• Internet, networking and email protocols.
• Detail Oriented.

What you will do:

As an IT Service Desk Analyst, your duties encompass the following key responsibilities:

• You will respond promptly to fault reports and requests for service from end users, ensuring that each issue is addressed in accordance with organisational procedures.
• You will record all relevant details pertaining to faults and service requests in the designated service management tool, maintaining accuracy and completeness of information for effective incident tracking and resolution.
• You will assign incidents to the appropriate resolver team, ensuring that each issue is directed to the team best equipped to provide a resolution.
• You will work collaboratively with the problem management team and other critical teams as necessary, facilitating a coordinated approach to resolving complex issues and ensuring continuity of service.

Systems Support Responsibilities:

• Microsoft Windows: Delivering support and maintenance for Microsoft Windows operating systems, ensuring all systems are operational and up to date.
• Microsoft Office: Assisting users with Microsoft Office applications, addressing software issues, and ensuring optimal functionality for day-to-day tasks.
• PC Desktop and Laptop Equipment: Managing and supporting desktop and laptop hardware, including troubleshooting and resolving technical faults for end users.
• PC Patching and Updates: Overseeing the patching and updating of PCs to maintain security and performance, and to mitigate potential vulnerabilities.
• Anti-Virus Systems: Installing, configuring, and supporting anti-virus software to protect organisational assets from malware and other security threats.
• Desk Side Support Visits: Conducting desk side visits as required to provide in-person support to onsite clients, ensuring timely resolution of technical issues.
• EPOS & Retail Systems: Supporting electronic point of sale (EPOS) and retail systems, including receipt printers, cash drawers, and payment devices, to facilitate reliable retail operations.
• Warehousing Equipment: Maintaining and supporting warehousing technology such as picking scanners and bench printers, ensuring efficient logistics and inventory processes.

Administration Responsibilities:

• You will log all incoming calls promptly on the service desk to ensure accurate tracking of user requests and incidents. In addition, every fault and related occurrence must be recorded on the ITSM system for effective incident management and resolution.
• It is essential to maintain the Asset Register, ensuring that all equipment and devices are accounted for and accurately documented. This helps support asset management and tracking across the organisation.
• You will plan and prioritise all tasks and responsibilities to guarantee that deadlines and targets are consistently met. Effective organisation ensures that work is completed efficiently, and service levels are maintained.
• You will commit to developing and maintaining relevant knowledge and skills, keeping up to date with new processes, procedures and developments. This ongoing professional growth helps deliver high-quality support and adapt to evolving technologies and practices.

Installations:

• You will be doing PC Builds, assembling and setting up personal computers in strict accordance with company policy, ensuring that all required hardware and software configurations are implemented as specified.
• You will be configuring laptops to meet organisational standards, including the installation of necessary applications and system settings to ensure optimal performance and user readiness.
• You will carry out the physical connection of printers and other network peripherals, ensuring all devices are properly installed and integrated into the office network infrastructure.
• You will support office moves, desk moves, and staff relocations by ensuring that all IT equipment is transferred, reconnected, and fully operational at the new location.

Why Footasylum?

We are one of the leading omni-channel retailers across the UK, but more than that we are a brilliant place to work. We value you and your development. We have loads of examples of people moving upwards, across to other departments and given training to excel their personal and professional skills. Our aim is to create a fun environment, where your success is paramount to ours and you are given the right tools, support and platform to achieve your goals.

Diversity

We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are building services to customers and the wider business. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences and backgrounds.

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we'll invite you for a call or Teams video for an informal chat about the role, and to see if we're a good fit for you.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you.

Please note, this is not a remote role, and our expectation is that you will be able to attend Head Office in a hybrid way, in Rochdale. Due to the nature of the work, you will be expected to work shifts. It may be necessary to work extra hours to finish a job.