Technology Service Desk Analyst

Technology Service Desk Analyst
Hybrid

A bit about our Technology Services team

Our Technology Services Team supports hybrid working with colleagues across the country to deliver our change programmes, application architecture, development, testing, infrastructure, and support services to build and transform the business.

We lead on digital and technology projects across all our functional teams by sharing ideas, prioritising our investments, and innovating to shrink, replace or re-write our older legacy systems through using the latest technologies and development approaches across all channels. It’s an exciting journey with heaps to learn and absorb.

At the heart of all this, is our Technology Service Desk, supporting our 4,000 colleagues. We are adapting the team to align to the needs of our colleagues with exciting changes coming this year by evolving into a pro-active and continual improvement focused team. We’ve already hired some amazing talent from our stores and distribution centre - proving that knowledge from other areas of the business is a big head start for a career in Technology Services, we can show you the rest!

Our hybrid model working means we balance working from home or in the office, using Microsoft Teams to maintain progress, focus, and provide mutual support. We have regular team briefings, learning sessions, on-line social sessions, and quizzes. Plus, every few months the whole Technology Services team will have a day together to help us develop ourselves and innovate and geek out over all the possibilities! 

About the role
The purpose of the role is to respond effectively to incidents and requests, restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

• Log, categorise, prioritise and own incidents. 
• Complete initial diagnostics and known error checks to resolve functionality and escalate if required.
• Spot incident trends and potential major incidents, ensuring they are flagged as soon as possible.
• Close the loop on tickets where issues are resolved.
  
• Work to agreed SLA's keeping stakeholders in the loop at all times.
  
• Contribute to our user knowledge database 
• Accurately record and capture incidents
• Improve fist time fix rate 
  
  

To be awesome in this role…

You’re a natural communicator who enjoys speaking with people. You’re a step ahead of the curve through keeping people in the loop on matters, so they’re not chasing for updates. 

You have a beady eye and can spot trends or patterns - setting off your Spidey sense if something doesn’t feel right, before exploring what it means

If presented with an issue, you seek to explore and understand – You’re able to listen, and feel someone’s issues are understood through empathy whilst providing confidence that the issues will be resolved.

You thrive on seeing things through to the end with a solution in place. You hold yourself to high standards and are proud of the quality of service and work you provide. You enjoy tech and have a real passion for it!  

Behaviours

• Passionate: You want to learn; you want to grow, and you want to develop the service we offer.

• Great communicator: You enjoy building and developing relationships with people and keeping them up to date
  

• Super organised: You can prioritise your workload, set expectations and keep your promises.

• Tech savvy: You have a logical and technical mind-set with the ability to troubleshoot ambiguous issues.

• Analytical: You enjoy working with data, monitoring situations, and making decisions based on facts.

• Innovative: You’re able to think outside the box and are looking for the next opportunity.
  
  

Knowledge, skills, and experience

Mandatory

• A huge appetite to learn
• Great communication skills
• Logical thinking skills with an ability to break down and troubleshoot issues
• Tech savvy and keen to get stuck in
  
  

A bonus if you have this experience…

• Previous technology support experience
• Experience studying technology related subjects
• Experience of ITSM tools, remote access, antivirus, email, and general user / business applications
• Certifications such as; ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.
• Demonstrable experience working within an enterprise level Service Desk environment aligning to ITIL best practice

Our PERKS really are The Works!

• 25% discount off our products in store
• 33 days holiday (Inclusive of Bank Holidays)
• Holiday Purchase Scheme to increase your annual leave entitlement
• Hybrid working – Manage your diary to be where you need to be
• Company pension contribution
• Cycle to Work Scheme
• Employee Assistance Programme – Because you matter!
• Life Assurance plan
• Healthcare Cash Plan
• Free parking at our Support and Distribution Centre
• Optional Charity Giving – “Pennies from Heaven” and “Give as you Earn” schemes

Technology Service Desk Analyst
Hybrid

A bit about our Technology Services team

Our Technology Services Team supports hybrid working with colleagues across the country to deliver our change programmes, application architecture, development, testing, infrastructure, and support services to build and transform the business.

We lead on digital and technology projects across all our functional teams by sharing ideas, prioritising our investments, and innovating to shrink, replace or re-write our older legacy systems through using the latest technologies and development approaches across all channels. It’s an exciting journey with heaps to learn and absorb.

At the heart of all this, is our Technology Service Desk, supporting our 4,000 colleagues. We are adapting the team to align to the needs of our colleagues with exciting changes coming this year by evolving into a pro-active and continual improvement focused team. We’ve already hired some amazing talent from our stores and distribution centre - proving that knowledge from other areas of the business is a big head start for a career in Technology Services, we can show you the rest!

Our hybrid model working means we balance working from home or in the office, using Microsoft Teams to maintain progress, focus, and provide mutual support. We have regular team briefings, learning sessions, on-line social sessions, and quizzes. Plus, every few months the whole Technology Services team will have a day together to help us develop ourselves and innovate and geek out over all the possibilities! 

About the role
The purpose of the role is to respond effectively to incidents and requests, restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

• Log, categorise, prioritise and own incidents. 
• Complete initial diagnostics and known error checks to resolve functionality and escalate if required.
• Spot incident trends and potential major incidents, ensuring they are flagged as soon as possible.
• Close the loop on tickets where issues are resolved.
  
• Work to agreed SLA's keeping stakeholders in the loop at all times.
  
• Contribute to our user knowledge database 
• Accurately record and capture incidents
• Improve fist time fix rate 
  
  

To be awesome in this role…

You’re a natural communicator who enjoys speaking with people. You’re a step ahead of the curve through keeping people in the loop on matters, so they’re not chasing for updates. 

You have a beady eye and can spot trends or patterns - setting off your Spidey sense if something doesn’t feel right, before exploring what it means

If presented with an issue, you seek to explore and understand – You’re able to listen, and feel someone’s issues are understood through empathy whilst providing confidence that the issues will be resolved.

You thrive on seeing things through to the end with a solution in place. You hold yourself to high standards and are proud of the quality of service and work you provide. You enjoy tech and have a real passion for it!  

Behaviours

• Passionate: You want to learn; you want to grow, and you want to develop the service we offer.

• Great communicator: You enjoy building and developing relationships with people and keeping them up to date
  

• Super organised: You can prioritise your workload, set expectations and keep your promises.

• Tech savvy: You have a logical and technical mind-set with the ability to troubleshoot ambiguous issues.

• Analytical: You enjoy working with data, monitoring situations, and making decisions based on facts.

• Innovative: You’re able to think outside the box and are looking for the next opportunity.
  
  

Knowledge, skills, and experience

Mandatory

• A huge appetite to learn
• Great communication skills
• Logical thinking skills with an ability to break down and troubleshoot issues
• Tech savvy and keen to get stuck in
  
  

A bonus if you have this experience…

• Previous technology support experience
• Experience studying technology related subjects
• Experience of ITSM tools, remote access, antivirus, email, and general user / business applications
• Certifications such as; ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.
• Demonstrable experience working within an enterprise level Service Desk environment aligning to ITIL best practice

Our PERKS really are The Works!

• 25% discount off our products in store
• 33 days holiday (Inclusive of Bank Holidays)
• Holiday Purchase Scheme to increase your annual leave entitlement
• Hybrid working – Manage your diary to be where you need to be
• Company pension contribution
• Cycle to Work Scheme
• Employee Assistance Programme – Because you matter!
• Life Assurance plan
• Healthcare Cash Plan
• Free parking at our Support and Distribution Centre
• Optional Charity Giving – “Pennies from Heaven” and “Give as you Earn” schemes