Job Description: We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities.,
* Service Desk Support: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform.
* Technical Troubleshooting: Support and triage issues across Windows-based software and business-critical applications in Warehouse, Transport, and Back Office environments.
* Hardware Management: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, and warehouse equipment.
* Business Change Support: Assist with IT aspects of site openings, closures, and office relocations.
* User Communication: Engage effectively with users at all levels, ensuring clear updates and managing expectations.
* Ticket Management: Log, prioritise, and resolve tickets in line with SLAs, always maintaining a customer-first approach.
* Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality and user satisfaction.
* Monitoring & Escalation: Use monitoring tools to proactively identify issues and escalate where necessary.
* Collaboration: Work closely with other Technology teams to ensure smooth transitions of new systems and updates into support.
* On-Call Support: Participate in the out-of-hours support rota as required.
* Travel: Occasionally travel to other Gregory Group locations to support incidents or project delivery.
IT Support Experience: Minimum of 2 years' experience in a similar role
* Communication Skills: Confident in supporting users of varying technical ability.
* Attention to Detail: High level of accuracy in builds and documentation.
* Self-Management: Ability to manage workload and meet project deadlines.
* Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel.
About Us: Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. As part of our commitment to continuous improvement, we are undertaking a group-wide IT equipment upgrade. Join our dynamic Technology Team and be part of a project that will modernise and enhance our IT infrastructure across the UK.
Competitive Salary: £26,000pa - £31,000pa (Including on call pay), Depending on experience!
* Hours: 07:30-18:00, with rotating early and late shifts covering a working day Monday to Friday (Including 4 days per week based in Cullompton)
* Training: Monthly Courses for a variety of areas.
* Benefits: Additional holiday purchasing scheme, Retail discounts with Circular Benefits, Retail Trust Wellbeing Support, and more.
* Career Growth: Explore opportunities for professional development within our expanding business.
* Company Benefits: Excellent holiday allowance. Life assurance, pension, and sickness scheme.
* Extras: Christmas Savings Club, Black Circle Tyre Discount, Cycle To Work Scheme, Free Uniform and paid Volunteer Day.
* Wellbeing Support: Benefit from the Retail Trust Wellbeing Support program.
* Team Environment: Be part of a strong culture of teamwork and collaboration.
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