IT Service Desk AnalystAbout the role: In this role, you are the first point of contact for the users who call our Digital & Technology Service Desk, providing the highest level of customer service.
You will answer incoming calls, track all information in a call logging system, using documentation and your expertise, to resolve tier 1 requests in a timely fashion.
You will escalate unresolved problems/issues/requests to the 2nd tier support team.
You will be troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems for our trading units and providing basic desktop support for our head office colleagues.
The D&T Service Desk currently provides support on a shift basis from 7:00am – 7:00pm Monday to Friday, 6:00am - 1:30pm Saturday and Out of Hours support outside of these hours.
This will involve an element of shift work, so some flexibility in working hours is required.
There will also be occasional travel based on training requirements.
What you'll be doing: • Provide 1st line support for all Digital & Technology supported Services including troubleshooting of IT related problems from software to hardware, such as EPOS systems, laptops, PCs, printers, basic network issues and supported applications.
• To act as the first point of contact for phone calls and self-service tickets received from colleagues regarding D&T issues and to log all calls in the designated ITSM ticketing system.
• Follow standard Service Desk operating processes and procedures; accurately logging all Service Desk tickets using the defined call logging software.
• Escalate unresolved incidents to the 2nd/3rd tier support teams in line with agreed processes, including liaising with external partner organisations where appropriate.
• Maintain a high degree of customer service, including taking ownership of user problems and following up the status of problems on behalf of the user plus communicating progress in a timely manner.
• Build and maintain effective and productive working relationships with colleagues, key stakeholders, our third party partners and suppliers, support the company's mission and business objectives.
To be successful in this role you will need: • Good interpersonal skills and ability to work well with others ability to work under pressure, maintaining accuracy whilst achieving timescales.
• A passion for IT and a willingness to learn and support company growth.
• Excellent oral and written communication skills.
• Good problem-solving skills and the ability to visualise a problem and solve in an abstract way.
• Friendly presence and helpful attitude.
• Ability to work with or without direct supervision.
• Previous experience working in a technical Service Desk role, having a good understanding of Service Desk policies and procedures.
• Knowledge of EPOS Systems, including Network Infrastructure, Databases, and associated Applications.
• An understanding of ITIL fundamentals.