We have an exciting opportunity for a Service Desk Analyst to join our IT team, within our Fenwick Newcastle office.
What’s in it for you?
* Up to 25% discount in all Fenwick stores and fenwick.co.uk.
* 33 days annual leave (inclusive of 8 bank holidays).
* Your birthday off as an additional day annual leave – this can be taken any day within your birth month.
* ‘Perks*’ - a great way to get Retail, Leisure & Hospitality discounts, exclusive deals, and cashback on a wide range of products.
* WeCare -24/7 GP, wellbeing advice & support service.
* Hybrid Working (3 days in-office and 2 days remote).
So, more about our IT Service Desk Analyst role...
The Service Desk team are critical in providing the business with 1st Line support to all back-office users across the UK. Working as a team, you’ll ensure all incidents and service requests are logged correctly in the IT service management tool, following initial triage.
The team works closely with colleagues from all areas and support partners to help resolve incidents within agreed SLA’s.
What we are looking for in a candidate...
* IT work experience gained from a role within a business or IT-related study
* Experience of working on an IT Service Desk environment within ITIL framework is desirable
* General understanding of current technologies e.g. Windows 10, Office 365, Active Directory, Server administrator and POS.
* Excellent customer service skills
* Good analytical, problem-solving and communication skills
* Experience in capturing asset information on user devices
* Ability to assign tickets to the correct team/support partner for investigation/resolution when required
* Experience in giving 1st line support for basic POS, printing, MS Office and user connection issues
* Able to follow the Incident Management and Request Fulfilment Process
* Perform initial diagnosis on all incident reports
* ITIL Foundation certificate is advantageous
About Fenwick
Fenwick is the UK’s largest family-owned department store group with a rich heritage and history that has shaped who we are today! We are on an exciting journey of investment, looking towards a future that is every bit as bold and brilliant as what has gone before.
We work collaboratively and our 2,000 strong workforce spans across our stores, our support functions including Digital, Buying & Merchandising, IT, Finance, People and Customer Service teams plus our valued restaurants and distribution centres and we are always on the lookout for talent to join our ever-growing family to exceed our customers' expectations.