About the role:
The Service Desk Analyst plays a crucial role in providing frontline IT support and assistance to colleagues and end-users within Holland and Barrett. This role is responsible for promptly and effectively resolving IT incidents and service requests, ensuring a high level of customer satisfaction. The Service Desk Analyst reports to the Service Desk Team Leader.
You will be an integral part of the IT Operations and Services function, where key responsibilities include:
* Providing a first class technical IT service to all H&B colleagues, serving as the first point of contact for customers, taking end to end ownership for incidents and ensuring colleagues have sufficient equipment to perform their roles.
* Owning incidents through to resolution or escalating where necessary. (i.e. escalating desktop related issues to the Desktop Support team, ensuring a positive experience for H&B colleagues)
* Working closely with fellow Service Desk team members and the Service Desk Manager to highlight key issues experienced by wider H&B colleagues and work towards developing standardised solutions
Key Responsibilities:
1. Incident Resolution:
o Receive and log incoming IT incidents and service requests through various channels such as phone calls, emails, or ticketing systems.
o Gather detailed information, diagnose issues, and provide timely and accurate solutions or workarounds.
o Follow established processes and procedures to ensure consistent and effective incident resolution.
o Escalate complex or unresolved incidents to senior analysts or appropriate IT teams for further investigation and resolution.
2. Customer Service:
o Demonstrate excellent customer service skills when interacting with colleagues and end-users.
o Act as the primary point of contact, actively listening to their concerns, asking probing questions to understand the issue, and providing clear and concise instructions or explanations.
o Ensure that customer interactions are professional, courteous, and leave them satisfied with the support received.
3. Troubleshooting and Technical Support:
o Utilize technical knowledge and problem-solving skills to troubleshoot and resolve IT-related issues.
o Follow documented procedures and use available tools and resources to identify and implement appropriate solutions.
o Document troubleshooting steps and solutions accurately to contribute to the knowledge base and enhance future incident resolution efficiency.
4. Ticket Management:
o Create, update, and manage incident and service request tickets in the designated ticketing system.
o Ensure that tickets are categorized, prioritized, and assigned appropriately based on impact and urgency.
o Regularly update ticket status and provide timely communication to customers regarding progress and resolution.
o Close tickets upon successful resolution and obtain feedback to assess customer satisfaction.
5. Knowledge Base Contribution:
o Contribute to the development and maintenance of the knowledge base by documenting known issues, resolutions, and frequently asked questions.
o Continuously review and update existing knowledge articles to ensure accuracy and relevance.
o Utilize the knowledge base as a resource to facilitate incident resolution and improve efficiency.
6. Collaboration and Escalation:
o Collaborate with other IT teams, vendors, and stakeholders to escalate and resolve complex or high-priority incidents.
o Foster effective communication and collaboration to ensure the timely resolution of issues.
o Act as a point of contact for customers, providing updates, managing expectations, and escalating issues as needed.
7. Adherence to Policies and Procedures:
o Follow established IT policies, procedures, and best practices when providing support and resolving incidents.
o Adhere to security protocols, data protection guidelines, and compliance regulations.
o Report any security incidents or breaches promptly to the appropriate channels.
8. Continuous Learning:
o Stay updated with new technologies, software applications, and IT processes relevant to the organization.
o Proactively engage in self-learning, training sessions, and knowledge sharing activities to enhance technical skills and keep up with industry trends.
o Apply acquired knowledge to improve incident resolution efficiency and customer satisfaction.
Key requirements:
Person Specification:
* Strong interpersonal and customer service skills
* Excellent analytical/troubleshooting skills
* Concise written and verbal communication skills
* Self-managed with ability to work unsupervised
* Quick to learn
* Commercial experience working in a service management function
* Experience of working in a regulated environment
* Any Dutch speakers would be highly desirable
Technical Skills
* Active Directory
* E-Pos support
* O365 - exchange
* Intune
* Jira
* ServiceNow
* Windows 10 operating system
* Linux (Centos 8)
What we offer:
* Pension company contribution = 3%
* Incentive scheme up to 10% of annual salary, based on company performance.
* Your wellbeing is paramount so you can get away and take 28 Days Holiday per year.
* Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
* Career progression.
* Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
* Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
* Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
* We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
* Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
* Stay active in the Onsite Gym at our Nuneaton Hub!
* We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
* And many more!
We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.
#J-18808-Ljbffr