Service Desk Analyst

2 weeks ago

Brentwood, United Kingdom McColl's Retail Group Full time

**Service Desk Analyst**

**Location**:Brentwood, Essex

**Work pattern**:5 days per week (35 hours) - Ability to work in shifts and out of hours + weekends as required

**About The Vacancy**:
The key purpose of this role is to ensure an efficient and timely Service Request fulfillment across all IT services. Responsible for maintaining ticket queues in order, making sure the ticket lifecycle is managed throughout (new/update/resolution) and communicatingefficiently and frequently with the business users to share status of their requests. Assisting and accompanying users with their usual IT equipment and providing advice and ideas for improvement whenever needed.
- Key tasks include:_
- To actively participate in the documentation and knowledge sharing effort, making the Service Desk a reference library for technical documentation and user guides.
- To ensure that store operational services and kit are always in a perfect working condition
- To will acknowledge, record and update incidents in store as they arise, and facilitate their resolution in a timely manner
- To provide telephone support to Head Office, Store and field-based colleagues regarding technical/non-technical issues
- To offer informative advice on Epos and other systems in store (HHT, PED, Printers )
- To liaise with 3rd Parties, analyzing report data and implementing system fixes as and when required
- To work with the Police as required, providing insightful data and information on CCTV and incident reports
- To be a technical reference and reliable source of help for our Head Office colleagues

**To Be Successful, You Will Need**:

- Ability to work in shifts and out of hours + weekends as required
- Dynamic and Service Oriented
- Comfortable managing own workload
- Strong sense of ownership
- Keep the right attitude even under pressure
- Think Out of The Box: find solutions where there seems to be none
- Required previous experience in a Service Desk team

**We Will Provide**:
A competitive salary and benefits package that includes; the ability to purchase additional holidays under our benefit scheme, Contributory Pension Scheme, Retail Discounts and a Cycle to work scheme.

**To Apply**:

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