Information Technology Help Desk Analyst

Waterstones; Burton upon Trent; On-site; GBP 22,000 - 30,000; Full time

Job summary

Waterstones is seeking an IT Helpdesk Analyst to join our IT Support team. You will cover incidents, act as the first contact for warehouse users and keep systems and applications running smoothly.

Role involves onboarding, daily maintenance, and working with 3rd parties while adhering to PCI and GDPR. Prior Waterstones experience with iSeries/EPOS is beneficial; strong communication and problem-solving skills are essential.

Qualifications

• Experience in IT helpdesk support or similar role.
• Strong written and verbal communication skills.
• Comfortable liaising with end users, suppliers and onsite staff.

Responsibilities

• Raise, investigate and escalate incidents from start to root cause.
• Be first point of contact for IT support at the warehouse and broader business.
• Carry out daily maintenance tasks and user onboarding.
• Adhere to PCI and GDPR policies; document processes in Confluence.
• Support applications and investigate user queries; contribute workload planning.

Skills

IT Support

Helpdesk

Customer service

Teamwork

Tools

EPOS

iSeries/AS400

RDP/HHTs

Job description

You will be required to cover other shifts from time to time and work two weekends per month in November and December during peak trading period.

You’ll work as part of the IT Support function joining the team of helpdesk Analysts delivering support to the business, which is reliable, robust and of a high standard.

You will be focussed on supporting a wide suite of bespoke and off the shelf applications, sites, suppliers and users.

The business is currently undertaking several exciting projects, including the transformation of technologies, mostly in areas you will be supporting including Windows, EPOS and a selection of I-Series/AS400 systems along with physical equipment.

As an IT Helpdesk Analyst, you’ll play a pivotal role in the transition and successful delivery of these changes making it an exciting time to join our teams

The successful candidate should be comfortable working alongside end users, 3rd Party suppliers and on-site users directly.

What you will be doing

• Raising, investigating and escalating support incidents via ticket through to root cause.
• First point of contact for all IT support functions at the warehouse (and wider business), end users and equipment – Telephone/Tickets/Teams/In Person
• Carry out daily process and maintenance tasks to an agreed time schedule.
• Account unlocks and creations, along with new starter onboarding.
• To adhere to Helpdesk processes and procedures, ensuring compliance with company polices on PCI and GDPR (Training provided)
• Document applications and processes thoroughly and maintain format and versions via confluence
• Support the existing applications and investigate user queries.
• Contribute ideas toward improving how we organise and plan the team workload.
• Maintain a satisfactory working environment with regard to health and safety and IT security.
• Following agreed procedures maintains and reports up to date and accurate inventory information on IT assets
• To monitor status of outstanding incidents and invoke appropriate escalation activity as required

What we need from you

• Any prior Waterstones Experience with iSeries, EPOS or RDP/HHT’s will be beneficial
• A strong interest in IT and a desire to further a career within the field.

Person Profile

• Excellent analytical and problem-solving capabilities.
• Excellent written and verbal communication skills.
• Strong planning, organisation, and time management skills.

Why work for Waterstones

Waterstones is the cornerstone of bookselling across the UK and Ireland. Joining Waterstones means being an active part in a success story that began in 1982, and books are as popular now as the day we started.

Trading across the UK, Ireland and Europe, we are present in over 300 shopping locations, where Waterstones continues to thrive, each year actively pursuing a programme of new bookshop openings. Online at Waterstones.com, we meanwhile mirror the essence of our bookshops, further showcasing the unique enthusiasm and knowledge of our booksellers.

Waterstones is committed to encouraging equity, diversity and inclusion in the workplace, and is dedicated toward eliminating unlawful discrimination.

Our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and to be able to give their best.

Diversity Statement

At Waterstones, we are committed to creating a workplace that is fair and inclusive to people from all backgrounds, perspectives and experiences, and we strive to promote an inclusive work culture.

We are working hard to ensure our recruitment processes are free from bias, and our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and able to give their best.

Reasonable Adjustments

We understand that some disabled applicants may, due to the nature of their disability, find some parts of the recruitment process challenging. If you need any reasonable adjustments during any part of the interview process, please make these known either to your interviewer or the person you liaise with when setting up your interview.