Service Desk Analyst

B&M Retail; Liverpool; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading retail company in the UK is seeking a Level 1 Service Desk Analyst to provide exceptional IT support to their colleagues across various locations. The ideal candidate should have strong analytical skills, be proactive in solving issues, and excel in customer communication. This role offers a fast-paced work environment and great benefits including discounts and free parking.

Benefits

Discounts in stores

Free parking

Access to colleague portal with additional discounts

Qualifications

• Strong knowledge of IT systems, equipment, and software.
• Experience in providing 1st line support to a large user base.
• Ability to handle various support issues with urgency.

Responsibilities

• Providing technical support to the user base.
• Maintaining high customer service standards for support queries.
• Taking ownership of user problems.

Skills

Analytical and problem-solving skills

Customer service

Communication skills

Attention to detail

Ability to work under pressure

Job description

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At B&M, we are dedicated to providing excellent IT service to all our colleagues across our Support Centre, Stores, and Distribution Centres. We’re currently looking for a Level 1 Service Desk Analyst to be a key part of our team, ensuring seamless support for our diverse workforce.

The day-to-day role will include:

1. Providing technical support to the B&M user base
2. Maintaining a high degree of customer service for all support queries and adhering to all service management principles
3. Taking ownership of user problems and being proactive in dealing with user issues
4. Ensuring all issues are logged on the call logging system and managing calls to completion
5. Allocating more complex issues to the relevant IT resolver group
6. Arranging and managing external technical support when required
7. Assisting with desktop support and 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 handle a variety of support issues with varying degrees of urgency
• The ability to work well under pressure and collaborate effectively with colleagues to support the business community
• Excellent telephone manners and communication skills
• Strong problem-solving skills and a motivation to provide excellent service throughout the support process
• The ability to communicate effectively at all levels and maintain positive working relationships
• Excellent attention to detail and high levels of accuracy

We also offer a range of great benefits, including discounts in our stores, free parking for all colleagues in our Support Centre, access to our colleague portal with additional discounts, hospitality, and much more!