Service Desk Analyst

B&M Retail; Runcorn; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading retail company in Runcorn is seeking a Level 1 Service Desk Analyst to provide technical support to a diverse workforce. The ideal candidate should have a passion for technology and strong customer service skills. Responsibilities include managing user support issues, and maintaining service standards. This role offers a range of benefits, including store discounts and free parking.

Benefits

Store Discounts

Free Parking

Colleague Portal Discounts

Qualifications

• Experience in providing 1st line support to a large user base, ideally within a retail business.
• Strong knowledge of IT systems, equipment, and software.
• Excellent telephone manners and communication skills.

Responsibilities

• Provide Technical Support to the user base.
• Maintain a high degree of customer service for all support queries.
• Take ownership of user problems and be proactive.

Skills

Technical Support

Customer Service

Problem-Solving

Communication Skills

Attention to Detail

Job description

Overview

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. If you have a passion for technology, problem-solving, and customer service, we'd love to hear from you!

Responsibilities

• 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


• 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, 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


• The ability to travel across multiple sites if required

Benefits

We also offer you a range of great benefits including discount in our stores, free parking for all colleagues in our Support Centre, colleague portal offering additional discount for retailers, hospitality & much more! Check out our full benefits here - If this sounds like the ideal role for you - we want to hear from you… apply today!

B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues.