Service Desk Analyst

The day to day role will:

• Provide Technical Support to the B&M user base
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take Ownership of user problems and be proactive when dealing with user issues
• Ensure all issues are logged on the call logging system and manage call to completion
• Allocate more complex issues to the relevant IT resolver group
• Arrange and manage external technical support when required
• Assist with desktop support, departmental desk moves

To be successful you will have:

• Strong knowledge of IT systems; equipment and software, with analytical and problem-solving skills
• Experience in providing 1st line support to a large user base across multiple sites, ideally within a retail business
• The ability to deal with a variety of different support issues, with varying degrees of urgency
• The ability to work well under pressure, alongside colleagues to support the business community effectively
• Excellent telephone manners and communication skills
• Strong problem-solving skills and a motivation to provide the best possible service to the customer throughout the support process
• The ability to communicate on all levels whilst establishing and maintaining positive working relationships
• Excellent attention to detail and high levels of accuracy

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