IT Service Desk Associate — Flexible Hours & Growth

Sonova; 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

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.