Job title: Service Desk Analyst
Location: Distribution Centre (Kingsway)
Department: Group
Location: Kingsway- Rochdale
Working pattern: 4 on 4 off -
Week 1 7am - 4pm
Week 2 10am 7pm
Key Roles and Responsibilities:
Reporting to the Kingsway IT Manager, the IT Support Analyst will be responsible for providing 1st and 2nd line technical support to the JD business users.
To provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up.
Respond to support enquiries directly from clients and help them resolve hardware and / or software problems.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To arrange for external technical support where problems cannot be resolved in house.
Work closely with the service support teams, development teams and key business stake holders to ensure that incidents are managed through to resolution.
* To 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.
* To log all support calls within the ITSM call logging tool.
* To 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).
Please note: The Kingsway IT Support Analyst role will include some physical labour. Work executed will include but not limited to: lifting up to 25kg; site cleanliness; accessing elevated spaces (Working at height).
Requirements
Essential
* 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.
Preferable
* Experience of working in an ITIL environment, understanding how the 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 (10and 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.
* Ability to be flexible in working hours and shift patterns to cover operational requirements.