Service Desk Analyst | London | 12 Month Fixed Term Contract
For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.
Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.
We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.
Role purpose
The Service Desk Analyst will report into the Service Desk Team Lead, and will be joining Aesop's EU Service Desk Team. The purpose of the role is to deliver a friendly, courteous, patient, timely and outstanding service to all Aesop staff and ensuring service management processes are followed.
Role responsibilities include, but not limited to -
User Support
* Deliver friendly, courteous, patient, timely and outstanding service to all Aesop staff.
* Provide DD&T support for all staff at London Office, retail locations, regional offices and overseas subsidiary locations.
* Escalate complex issues to other L2 teams and third parties
* Coordinate retail support from established external vendors where Aesop resources are inadequate.
* Procure and install systems and equipment for new staff and at new retail locations.
* Adhere to DD&T standards, procedures and governance
* Monitor and enforce DD&T security and access policies within the organization
* Oversee day to day operations for the Service desk ticketing workflow.
Computer Hardware, Software and Communications Equipment Procurement, Installation, Maintenance
* Assist the Service Desk Team Leader to -
o Perform installation of hardware and software for new and existing computers and other DD&T equipment
o Perform upgrades and necessary configuration changes as directed
* Ensure the DD&T Hardware and Software Asset Registers are up to date
Reporting & Documentation
* Assist in the preparation and development of reports for key business functions particularly retail reports and time reporting.
* Ensure DD&T documentation and procedures are maintained and kept relevant and up to date
* Maintain and contribute to the DD&T knowledge base in Jira Confluence
This is a full time position operating with a hybrid working pattern on a 12 month fixed term contract. What we are looking for
* Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives
* Commitment to fostering an inclusive and psychologically safe work environment
* Professional qualifications: ITIL V3 Foundation Certification
* Technical Expertise:
o Microsoft Windows & Office 365:Demonstrated experience in support and troubleshooting.
o Hardware Maintenance & Support: Proven experience with Dell laptops and Apple MacBooks, including hardware maintenance, troubleshooting, and support.
o Apple Support & Administration: Proficiency in MacBook support and Jamf administration.
o Network Management: Experience in administering and troubleshooting Cisco Meraki networks.
o Mobile Device Management: Competence in managing and supporting mobile devices.
* Effective Communication: Clear communication with team members, other departments, and end-users.
* Prioritization: Juggling multiple tasks and prioritizing effectively.
* Flexibility: Adapting to changing situations and high call volumes during peak periods.
* Problem-Solving: Analyzing issues and finding solutions promptly.
* Customer Service: Providing excellent service to end-users.
* Continuous Improvement: Encouraging a culture of continuous improvement within the team
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