Job Title: Service Desk Analyst – PM Shift
Department: IT Service Desk
Location: Kingsway Distribution Centre
Reporting To: IT Team Leader
Working Hours: 4 days on, 4 days off (7pm – 7am)
Responsibilities
* Provide 1st and 2nd line technical support for the IT functions of the business.
* Respond to support enquiries directly from clients and help them to resolve hardware and/or software problems.
* Log all support calls within the ITSM call logging tool.
* Maintain a high degree of customer service for all support queries and adhere to all service management principles.
* Liaise and work with other JD Technical teams as required.
* Liaise with 3rd Party technical support teams when necessary.
* Assist and work alongside Knowledge Management to document working procedures.
* Establish and maintain effective relationships with the business users and group IT teams.
* Own customer issues and drive through to resolution.
* Assist ITIL managers in the development and maintenance of IT Support processes.
* Proactively identify areas for improvement and drive through to implementation.
* Provide input into root cause analysis documents (RCA).
Essential Requirements
* Excellent written and verbal communication skills.
* Ability to effectively identify issues, log and communicate to other personnel.
* Ability to work well under pressure, ensuring a structured approach is always maintained.
* Experience of working in an ITIL environment, understanding how end-to-end processes work across the organisation.
* An appreciation of ERP solutions, standards, tools and techniques.
* Experience in a retail environment.
* Experience of Application Support teams (1st, 2nd and 3rd line).
* ITIL Foundation qualification (V3 or higher).
* Experience of IP Telephony.
* Incident diagnosis and problem‑solving skills within an IT environment.
* Excellent interpersonal, communication and negotiation skills, both verbal and written.
* Ability to plan, coordinate and prioritise different activities.
* Ability to liaise with, and relate to, a broad spectrum of individuals.
* Strong customer service ethos with a can‑do mentality.
* Good working knowledge of Microsoft Windows 11 & Office 365.
* Good network knowledge (WAN / LAN).
* Good understanding of PC hardware set‑up, configuration and maintenance.
* Comfortable in playing a key role within a team environment.
* A flexible approach to the provision of support services to a dynamic, growing business.
* A strong desire to learn new skills.
* A strong willingness to be hands‑on and perform physically demanding tasks.
* Physical labour: lifting up to 25 kg, site cleanliness, accessing elevated spaces, working at height.
* Ability to be flexible in working hours and shift patterns to cover operational requirements.
Preferred Requirements
* Experience of working in a retail environment.
* Experience of Application Support teams (1st, 2nd and 3rd line).
* Experience of IP Telephony.
* Experience of working in an ITIL environment.
* Good working knowledge of Microsoft Windows 11 & Office 365.
* Good network knowledge (WAN / LAN).
* Good understanding of PC hardware set‑up, configuration and maintenance.
* Experience of IP Telephony.
* Caring, friendly attitude and strong customer service focus.
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