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Service Desk Analyst
2 weeks ago
What Dreams are made of, we're the UK's most loved bed retailer - backed by Tempur Sealy and established in 1985. Our purpose is serving the nation with beds they love. In life. For life.To provide 1st and 2nd line support on IT and Telephony Systems acrossthe business and to ensure the business systems are available at all key times.
What you'll be doing:
- Ensure that a professional service is supplied to our users through effective call / problem management resolution
- Use up-to-date knowledge of core / related systems, software peripherals and communications technologies
- Ensure that the security (PCI compliance) of working areas, equipment and data, are maintained at all times
- Participate in the shift and on-call schedules including evenings, weekends and Bank Holidays
- Have up to date knowledge of department tasks and responsibilities and have the ability to cover all areas of the service desk
- Ensure all calls are logged, acknowledged and resolved in an efficient manner ensuring customers are constantly updated throughout the process
- Work to agreed daily maintenance tasks, which allow the smooth running of systems
- Ensure daily/weekly checklists are completed correctly and any issues are escalated through your line manager
A bit about you:
- Good understanding of the networking infrastructure within a multi-site environment to including knowledge of TCP/IP, network routing, firewalls, routers and switches (Cisco)
- Have experience in administering and maintaining voice systems (AVAYA) with the ability to administer call flows, vectors, call loggers and recording systems within a call centre environment
- Knowledge of Microsoft servers, Active Directory, MS Exchange and VPN connectivity
- Possess the ability to recognise, monitor and review problems quickly and efficiently and demonstrate customer focus and self-initiative
- Experience of providing an IT Helpdesk/support role within a dispersed environment
- Ability to diagnosis and provide robust resolutions to queries and issues on related systems
- Ability to plan, manage and deliver projects within deadlines
The good stuff we offer
- Competitive salary
- Discretionary annual bonus
- On-site gym
- Amazing company discount on Dreams products
- Discounts on 100's of high street & online brands including restaurants, holidays, and shopping
- Optional buy in schemes including additional holiday, Simply Health, Savings and Loans
- Life Assurance
- Free onsite parking
- Opportunities to progress throughout the wider business
- Access to the Retail Trust, our well-being platform - offering a 24-hour helpline for a variety of support services to you and your household
