Job DescriptionManchester Store Support Centre - Arndale House Salary: £19,890 + benefits The Service Desk Analyst will deliver IT support to Argos and Habitat colleagues across various areas of the business, providing excellent customer service and a single point of contact. To resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user. What I need to do * Be accountable for a high standard of service in-line with performance targets defined for the DT Service Desk. * Answer, record and respond to all incoming calls and e-mails to the DT Service Desk. * Classify and resolve incidents from specific areas of the business within agreed service levels ensuring 1st line resolution is achieved wherever possible. * Explain technical instructions in a non-technical way, tailoring as necessary based on the audience * Ensure accurate and timely updates are provided to colleagues and cases are maintained in the IT Service Management Tool (Service Now). * Determine nature of problem and impact to the business. * Escalate high priority incidents in line with Sainsbury's Incident and Problem Management processes. * Take personal responsibility to keep up to date with new technologies, systems and solutions. * Contribute to service improvement projects across the DT Service Desk as required. How I will succeed * Delivery of all service and operating level agreements within the Incident Management framework. * Minimisation of impact or disruption to services and colleagues. * Taking ownership of personal development and pro-actively acting on feedback from users and colleagues, and using weekly performance metrics to monitor performance and drive improvement as necessary. * Develop an effective working relationship with internal and external teams, engaging with project resources as assigned by the DTSD Service Transition Analyst. What I need to know * Proven experience working in a customer service environment * Experience and pro-active interest in IT and Technology * Excellent telephone manner * Ability to prioritise workload * Exceptional interpersonal written and verbal communication skills * Good team working skills * Proven analytical and problem solving skills * Ability to work effectively under pressure * Understands the importance of giving good customer service & strives for continued improvement * With direction takes responsibility for resolving issues and ensures it's aligned with team objectives * Communicates effectively with colleagues in any environment, e.g. able to translate complex / technical issues to meet the audience's competency level * Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s) What I need to show * Experience working in a Service Desk or IT environment * Awareness of PC hardware and peripherals e.g. Graphics cards, Hard Drives, RAM and Printers etc * Knowledge of Microsoft products including Windows XP, Windows 8, Windows 10 and related Microsoft Office applications (including Visio and Access) * Knowledge of Microsoft Exchange, Office 365 and SharePoint * Understanding of Active Directory account management * Knowledge of Network Infrastructure fundamentals e.g Routers, Switches and Firewalls * Ability to work a varying shift pattern, including weekends and bank holidays as required * Excellent customer service skills Desirable but not essential * Previous experience working in an Argos or Habitat business environment such as retail, logistics or central support, with sound knowledge of business process and procedures * In depth skills/knowledge of specific Argos/Habitat Corporate, Store and Warehouse Management Systems * Awareness of ITIL Service Management standards Resources available to me * Colleagues within the DT Service Desk * DT Service Desk Shift Leader and Team Lead * Online training tools * Internal DTSD Knowledgebase * What decisions I can make * Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s) * With direction take responsibility for resolving issues and ensures it's aligned with team objectives Please note that working hours of this role are shift based, covering 06:00 - 18:10, Monday to Sunday. This will include working some weekends, but your individual pattern will be discussed in more detail at the interview stage, if your application is successful.
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