IT Service Desk Associate

Sonova AG; Llandudno; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Boots Discount Card

Free hearing aids

Free flu vaccination

Flexible Benefits Box

Health and wellbeing support

Long service awards

Job summary

Boots Hearingcare, part of the Sonova family, is seeking an IT Service Desk Associate in the UK. You will be the first point of contact for colleagues, logging and resolving issues to keep systems running smoothly.

You will use ServiceNow to manage calls, provide support across departments and sales teams, and collaborate with suppliers. The role includes shift work, possible out-of-hours, and opportunities to contribute to improvements.

Qualifications

• Customer-focused approach providing friendly, reliable technical support.
• Strong troubleshooting and problem-solving skills with a methodical approach.
• Clear communication and ability to keep colleagues informed.
• Excellent organisation and time-management skills to prioritise tickets and meet service level agreements.
• Detail-oriented with accurate ticket documentation.
• Collaborative attitude and ability to work with teams and external suppliers.
• Proactive mindset and willingness to support system testing and IT projects.
• Dependability and flexibility including out-of-hours support when needed.
• Commitment to continuous learning and mandatory training.

Responsibilities

• Record and prioritise calls in the ServiceNow ticketing system.
• Log service desk calls into the ticket system.
• Resolve tickets with clear documentation of steps taken.
• Provide technical support to all departments and sales teams.
• Maintain adequate stock levels to support the business.
• Liaise with IT suppliers to resolve technical issues.
• Manage time effectively and complete required tasks, including training.
• Be involved in delivery and testing of new system functionality.
• Support IT projects and assist with store openings.
• Be available for out-of-hours support when required.

Skills

Customer focus

Troubleshooting

Communication

Time management

Attention to detail

Team collaboration

Proactive mindset

Reliability

Learning mindset

Tools

ServiceNow

Job description

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Boots Hearingcare is part of the Sonova family. Together, we’re driven by a shared vision: a world where everyone can enjoy the delight of hearing. We combine personalised audiological care—comprehensive assessments, expert fittings, and dedicated aftercare—with cutting-edge hearing technology, from hearing aids to cochlear implants.

Backed by Sonova’s decades of industry-leading innovation, we’re proud to improve hearing health, strengthen human connection, and help more people engage fully with the world around them.

Join us in creating a more connected world, where every voice is heard and every story matters.

IT Service Desk Associate

165790

Ready to turn technical challenges into great experiences? As an IT Service Desk Associate, you’ll be the friendly first point of contact colleagues rely on—solving problems, keeping people connected and helping our technology work at its best every day

The role

Our Service Desk team play a key role in keeping the business connected and running smoothly. You will use our ServiceNow system to record, prioritise and action calls appropriately, helping to minimise disruption across the organisation. By delivering against Helpdesk Service Level Agreements and keeping stakeholders informed of any issues, you will provide a responsive, reliable service that makes a real difference to colleagues across the business.

You’ll:

• Support the Service Desk Team Leader to ensure maximum availability of computer systems throughout the Company.
• Log service desk calls into the ticket system
• Resolve tickets detailing what steps were taken to complete the ticket
• Provide technical support to all departments and sales teams.
• Maintain adequate stock levels to support the business
• Liaise with IT suppliers and service providers to resolve technical issues
• Manage your own time effectively to complete all required tasks, keeping on top of any mandatory training and seek opportunities to improve performance.
• To be actively involved in the delivery and testing of new system functionality
• Assist in projects as and when required
• Work with the service desk team to ensure IT infrastructure is in place for new store openings
• Be available for out of hours calls and support should it be required

What’s in it for you

• Location: Llandudno or Warrington Head Office
• Working Pattern: 8-6 Monday to Saturday (37.5 hours per week on a shift rota) Flexibility required to be able to cover for team when required.
• 25–30 days annual leaveplus bank holidays
• Boots Discount Card
• Free hearing aids (if required as an employee)
• Free flu vaccination (discounted for family members)
• Flexible Benefits Box – tailor your package
• Health Herowellbeing support – confidential support inside and outside work
• Long service awards recognising your contribution

What we’re looking for

• A customer-focused approach, with the ability to provide friendly, responsive and reliable technical support.
• Strong troubleshooting and problem-solving skills, with a methodical approach to resolving technical issues.
• Clear communication skills and the confidence to keep colleagues and stakeholders informed.
• Excellent organisation and time-management skills, with the ability to prioritise tickets and meet service level agreements.
• Attention to detail when recording calls, documenting resolutions and maintaining accurate ticket information.
• A collaborative attitude, with the ability to work effectively with the service desk team, internal departments and external suppliers.
• A proactive mindset and willingness to support system testing, improvement initiatives and wider IT projects.
• Dependability and flexibility, including supporting shift cover and out-of-hours requirements when needed.
• A commitment to continuous learning, completing mandatory training and identifying opportunities to improve performance.

We care. We drive innovation. We strive for excellence. We build the best team.

Boots Hearingcare is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.