IT Service Desk Analyst
DFS
- Adwick le Street, South Yorkshire Doncaster
- Contract
- Full-time
- Providing an excellent first point of contact within IT for all enquiries
- Record, prioritise, assign and manage all requests and incidents reported to the Service Desk
- Manage customer expectations and communications via telephone, email and face to face
- Escalate to other team members or other departments where appropriate
- Recording and tracking project issues and escalating to the necessary project teams
- Documenting new processes, amending and proposing new documents
- Keep pace with technology advances across the organisation and the wider market
- Adhere to company IT Policies and Procedures at all times
- Collaborate with the team and cross functionally where required
- Be a brand ambassador for the Group.
- You have excellent customer service skills and an ability to communicate information to colleagues with varied levels of technical knowledge across all functions within our organisation.
- Ideally with 12 months previous experience in a Helpdesk or Service Desk support role providing end user support, preferably in a retail or other fast past environment.
- Strong organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices.
- At a technical level, an awareness of the following would be beneficial: - Active Directory user administration - Google Gsuite experience, OSX skills, Android, ChromeOS
- ITIL certification would be particularly beneficial. - Windows 7, Windows 10 - Anti-virus - Remote desktop / VNC- Print management- Jira suite (or other recognised ITSM platform)
- Basic hardware diagnostics/triage
- ITIL foundation certification would be particularly beneficial but training will be provided.
- Excellent problem solving skills
- A willingness to learn and grow.
- Progression and Development opportunities to grow your skills
- A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
- Generous holiday allowance - the time you need to rest and relax and the longer you're with us, the more time you'll get! Opportunity to purchase additional holidays each year!
- Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
- Access to a range of high street & online discounts from: Sainsbury's, ASOS, Currys PC World, IKEA, John Lewis and more.
- Discounted Gym and Cinema memberships to help you unwind
- Group Pension Scheme
- Group Sharesave Scheme
- Life Assurance & Company Sick Pay
- Full comprehensive training
- Paid days to volunteer each year