Service Desk Analyst

4 weeks ago

Burton Upon Trent UK, UK, United Kingdom Punch Pubs & Co Full time

Join our award-winning pub family


Role Purpose

Working with our awesome IT team, the role acts as first-line technical support to the Punch business. Whilst providing first-class customer service through your quality communication, you will actively be receiving, prioritising, documenting, and resolving end-user help requests in line with Punch's process and standards. As well as supporting a variety of systems, you will be supporting the introduction of new systems and the deployment of new technology to our head office and field-based colleagues.


Accountabilities

Field incoming support requests, ensuring the relevant information is captured to enable a timely resolution

Respond to system alerts and monitoring, taking action where required

Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

Ensure that the Punch systems are fully up to date with Antivirus, Application, and System patches, investigating any issues to resolution

Monitoring general stock levels ensuring that we have adequate equipment to facilitate requests

Test fixes to ensure problems have been adequately resolved

Provide IT Support on a rota basis (this may require occasional weekend or bank holiday cover)

Support the smooth running of the Punch business by providing epic technical support to all teams and systems.

Recognise and respond quickly to wider business activity, suggesting approaches in which IT can further support

Prioritise and schedule problems. Escalate problems (when required) to the appropriately experienced technician in the wider team and Senior team if required.

Be confident and willing to use all available resources in the investigation and resolution of a problem.

Look for opportunities to positively challenge historical processes and practices that may provide better solutions.

Take ownership of your day-to-day tasks and provide solutions for optimisation

Identify and learn appropriate software and hardware used and supported by the organisation

Able to confidently deliver as an individual or work as part of a team to deliver specific technical projects as required

Manage communication at all levels to provide the best possible experience for both internal and external customers

Identify opportunities for continued personal development

Fulfill your role in a professional and efficient manner

Build and maintain great relationships with colleagues and other customers to allow you to provide first-class customer service

Act as a key point of contact for new starters joining the business, providing them with tailored support as they learn all about their new Punch IT equipment and how to use our systems

Ensure new starters to the business have the required access to the systems required for their role.

Work together with and support other areas of the IT Team as required

Develop help sheets and frequently asked questions lists for end users, improving user awareness around system use and best practice


Key Relationships

This role interacts with and support all Punch teams

Laine

External suppliers


Person Specification – Technical Competencies/Professional Expertise Desired

The ability to resolve and approach a problem in a logical and methodological manner

Willingness to absorb and retain information quickly and keep up with IT industry best practice

Knowledge of computer hardware & software including desktops, laptops, and printers, Win 10 or 11 & Active Directory desirable

Experience of supporting or using products such as (or similar to) Mimecast, Managed Engine Endpoint Central, Office365 and Ring Central desirable

Other desirable areas of experience to include but not limited to; creation and management of access, client installations, reporting as well as systems maintenance

Ability to support and present ideas in user-friendly language

Highly self-motivated and directed with a drive to make effective use of all personal and team time (especially during short periods of inactivity)

Keen attention to detail with proven analytical and problem-solving abilities

Ability to effectively prioritise and execute tasks in a high-pressure environment

Experience working in a team-oriented, collaborative environment

Awareness and understanding of Modern IT Security

Good understanding of the organisation's goals and objectives

Experience of working in an IT Support Team or Customer Service environment is highly desirable


Benefits

Competitive salary

Performance Bonus

Company Sick Pay

Company Pension

25 Days Holiday, plus the option to buy and sell

On-site subsidised restaurant

On-site Training Academy

Health and Wellbeing Suite

Retail and Leisure Discount Scheme

Employee Assistant Programme

plus much more

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