The role of Service Desk Analyst sits within the UK Information Systems (UKIS) department and reports in to the Head of IT Operations. UKIS is based in Manchester, providing support to Rubix UK, Ireland, Iceland & Group UK sites throughout the UK.
The purpose of the role is to provide support to internal customers (Staff), assisting them with hardware and software problems via telephone, email or ticket.
The role is a technical role with a requirement to interact with business users to provide efficient resolution to problems and issues as well as an outstanding service.
The role will be based at Rubix UKs head office in Wythenshawe, Manchester, with occasional attendance of meetings both internally and with the wider business which may require travel to other locations.
The role requires a 1 in 4 week on call rota where cover will be provided outside of normal business hours for emergency related issues.
Some additional out-of-hours support may be required.
Principal Accountabilities and Responsibilities
Respond to phone calls and emails establish the level of assistance required and seek to provide solutions
Log all incidents and requests on the Service Desk Management system
Take ownership of user issues
Provide suitable workarounds and/or contingencies where appropriate
Maintain active communications with the end user to ensure that they are aware of status
Maintain a log of progress in the service management system
If necessary, progress the call to the next line of support and/or any appropriate third party for further assistance
Proactively identify recurring incidents and initiate problem management processes and procedures to address underlying root causes of incidents
Ensure system/server availability and assist in report production and exports
Update records of IT asset as required
Document known errors and system information in the Service Management tool
Install, configure, repair and support computer / telephony hardware and software
Provide support to relevant IT projects, e.g. service management system improvements, deployment of new computer builds / images
Adhere to and help improve service management processes and procedures including development and agreement of service level agreements (SLAs) and supporting key performance indicators (KPIs)
Cover emergency out of hours on-call as part of a rota
Required Skills, Qualifications and Experience
Analytical skills applied to diagnostics and fault-finding
Good communication skills both verbal and written
IT support tools (see technical skills and experience below)
Experience of working in a technical support and / or customer service environment
Experience working to SLA and KPI measures
Self-motivated with strong service ethic
ITIL Foundation (desirable)
Experience of branch-based retail or wholesale distribution environment (desirable)
Technical Skills and Experience
Desktop tools and general hardware and software knowledge
Microsoft Windows 11
Microsoft applications (particularly Office 365 Word, Excel, Powerpoint, Teams, Yammer)
File and print services (highly desirable)
Microsoft Active Directory (General support: account creation, password reset, security, etc) (highly desirable)
Microsoft Exchange (General support: mailbox creation, permissions, setting quotas, etc) (highly desirable)
Remote Desktop (General support) (highly desirable)
Comptia A+ qualification (highly desirable)
Microsoft qualifications (desirable)
VPN (desirable)
Intune or similar Mobile Data Management tool (desirable)
IT Service Management tool (desirable)
BT Cloud Phone telephony (desirable)
TPBN1_UKTJ