IT Service Desk Analyst

21/06/2023

• Being part of a Service Desk team, resolving reported incidents and fulfilling first and second line IT service requests on behalf of users based at multiple sites across the UK.
• Supporting and troubleshooting a wide variety of IT services and systems including line-of-business applications across Warehouse Management, Transport Management and Back Office.
• Supporting and deploying a range of IT hardware assets including PCs, Laptops, Mobile Devices, Warehouse Devices, Vehicle Technology and associated peripherals.
• Effectively communicating with users of all levels of seniority and IT proficiency by telephone, email and through our ITSM tool.
• Ensuring that all tickets are logged, prioritised and dealt with in line with agreed SLAs.
• Applying a customer-focused approach; taking ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve.
• Taking part in skills sharing and having a willingness to learn new systems and processes to ensure you can always support the business to the best of your ability.
• Helping to identify trends and working with Technology leadership team to eliminate preventable calls to the Service Desk, dealing with root causes, as well as increasing customer satisfaction.
• Monitoring systems and networks and escalating issues appropriately.
• Collaborating with and supporting other Technology functions to ensure new systems, updates and project deployments are effectively transitioned into the Service Desk for future support.
• Monitoring 3rd party suppliers to ensure they are operating within agreed SLA’s
• Participate in the Technology on-call rota, providing support to the business functions out of hours where required.
• Travel to Gregory Group locations across the UK as necessary.