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Rexel UK has an exciting career opportunity for an individual to join our Head Office team in Sheldon, Birmingham, as a Service Desk Analyst. In this role, you will support the IT team in delivering exceptional customer service while contributing to the achievement of commercial targets.
This is a fantastic opportunity to join a dynamic team and contribute to the success of Rexel UK. If you are enthusiastic, adaptable, and customer-focused, we would love to hear from you!
The Benefits of a Career with Rexel:
* 33 days annual leave (including bank holidays) + Birthday Day off after 1 year’s service
* Contributory pension scheme and life assurance
* Extensive Learning and Development opportunities from day one
* Your Wellbeing: Enhanced family leave benefits, Buy and Sell annual leave, 24/7 Free virtual GP service, and Mental Health First Aiders available to support you
* Staff discount on our webshop
A typical day as a Service Desk Analyst will include:
* Checking the ticketing system for any overnight issues that may have come in and prioritising urgent tickets that need immediate attention.
* Triaging incoming tickets, categorising them based on urgency and impact, ensuring that critical issues are flagged for quick resolution.
* Providing support to users experiencing issues, following troubleshooting guides where available to diagnose and resolve their problems.
* Collaborating with colleagues on more complex issues, discussing potential solutions and escalating the issues to other teams where required for resolution.
* Spending time following up on unresolved tickets, reaching out to users for updates on ongoing issues and ensuring that all documentation is up to date.
* Reviewing and updating knowledge base articles based on recent ticket resolutions and user feedback, ensuring that the information is accurate and helpful for both users and fellow analysts, making it easier for everyone to find solutions quickly.
* Closing out resolved tickets and updating the status of ongoing issues.
To be successful as a Service Desk Analyst for Rexel, you will need:
* Experience in a service desk role (advantageous but not essential).
* Familiarity with call logging applications.
* Strong customer service skills with a customer-first mindset.
* A "right first time" attitude and excellent attention to detail.
* The ability to thrive in a fast-paced environment.
* Exceptional English language skills (both written and spoken).
* Basic knowledge of Microsoft Office applications.
Why Join Rexel?
* Hybrid working (2-3 days in the office)
* Be part of a global leader in the distribution of electrical products and solutions.
* Enjoy a supportive and collaborative work environment.
* Access to professional development and career growth opportunities.
* Competitive salary and benefits package.
At Rexel, we welcome people from all backgrounds with diverse perspectives and experiences.
Our goal is to create a workplace where everyone feels respected and empowered to succeed as we understand that our success and innovation is enhanced by an inclusive and diverse workforce.
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