Service Desk Analyst - 12mth FTC

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

Job summary

A leading retail company is seeking a Level 1 Service Desk Analyst in Liverpool to provide technical support to its workforce. The ideal candidate will have strong IT systems knowledge, excellent problem-solving abilities, and a commitment to customer service. The role includes maintaining service management principles and effective communication with users. Benefits include discounts and free parking.

Benefits

Discount in stores

Free parking

Colleague portal with additional discounts

Qualifications

• Experience providing 1st line support to a large user base, preferably in retail.
• Ability to handle varying support issues under pressure.
• Strong attention to detail and high accuracy levels.

Responsibilities

• Provide technical support to the user base.
• Maintain high customer service standards for all support queries.
• Log and manage issues through the call logging system.

Skills

IT systems knowledge

Analytical skills

Problem-solving skills

Customer service orientation

Excellent communication skills

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 on a fixed term basis. 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

Qualifications / Skills

• 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

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.