IT Helpdesk Support Analyst

1 week ago

Speke, United Kingdom B&M Retail Full time

**Duties & responsibilities are**:

- Providing technical support to the B&M user base
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
- Take ownership of user problems and be proactive when dealing with user issues
- Ensure all issues are logged on the call logging system and manage call to completion
- Allocate more complex issues to the relevant IT resolver group
- Arrange and manage external technical support when required

**Specific experience required**:

- Keen to learn new technologies
- You will be experienced in providing 1st line support to a large user base across multiple sites, ideally within a retail business
- Capable of dealing with a variety of different support issues, with varying degrees of urgency
- Excellent telephone manner and communication skills
- Strong problem solving skills and a motivation to provide the best possible service to the customer throughout the support process
- The ability to communicate on all levels whilst establishing and maintaining positive working relationships
- Excellent attention to detail and high levels of accuracy
- Knowledge of the Manage Engine ticketing system would be a plus
- B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues_

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