IT Service Analyst
- Recruiter
- Confidential
- Location
- Brighouse
- Salary
- Competitive
- Posted
- 29 Apr 2021
- Closes
- 25 May 2021
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Clipper Logistics is one of the leading retail fulfilment businesses in the UK, with ability and agility at our core, our cutting edge operations allows us to provide world class customer service to customers such as John Lewis, River Island, Marks & Spencer and
We really care about our employees and recognise that without capable individuals working together as a unit, we would not be where we are today. We therefore offer a host of developmental and progression opportunities to ensure we nurture our people, allowing them to grow with us.
We currently have an opportunity for a Service desk analyst to join our growing IT support team
In this role you are accountable for:
Act as a point of contact for phone calls & Emails regarding IT issues & Queries, ensure that requests for assistance are properly logged, assigned & responded to in accordance with any SLA's, this is done through questioning & using available toolsets.
Ensure that documentation of the supported systems and software is available and in an appropriate form for those receiving calls (SD Knowledge base).
Respond to escalated, complex and Critical Incidents in a timely way, ensuring that escalation or Critical Incident procedures are adhered to.
Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques.
Maintain the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all relevant ICT Policies are adhered to in working practices.
Management of own workload ( Incidents & Requests) to ensure compliance with all SLA's, ensuring all open support cases or requests are monitored & updated daily, comprehensive notes are maintained throughout the incident life cycle & detailed non- technical resolutions are provided when resolving support request for customer.
Participates in the Daily Checks performed by the Service Desk Team & any issues found are captured within the IT Ticketing system & escalated appropriately
Carry out routine configuration, installation & re-configuration of hardware & software, and deploy configured equipment to end users in line with order requests & agreed Standard Business hardwareRequired skills, knowledge and experience:
Business Skills:
Analytics
Excellent communication skills & Telephone manner
High level of discretion & confidentiality
Managing own workload
Knowledge:
1 Years previous IT service Desk and or Call Centre Experience
Strong Knowledge of Microsoft based operating systems with emphasis on Windows 10
Strong knowledge of Microsoft office 365 applications (including one drive)
Basic user & Security group administration via active directory
Experience:
Incident Management, including business expectations & communication
Using & Troubleshooting PC/Laptop, Mobile Telephony (android) & Desktop security ( antivirus / anti - malware
Working with a WMS or JDA system would be an advantageThe working hours for this role are the below hours Monday to Friday on a Rota basis -
- 7am - 3.30pm
-10.30 am - 7pm
We really care about our employees and recognise that without capable individuals working together as a unit, we would not be where we are today. We therefore offer a host of developmental and progression opportunities to ensure we nurture our people, allowing them to grow with us.
We currently have an opportunity for a Service desk analyst to join our growing IT support team
In this role you are accountable for:
Act as a point of contact for phone calls & Emails regarding IT issues & Queries, ensure that requests for assistance are properly logged, assigned & responded to in accordance with any SLA's, this is done through questioning & using available toolsets.
Ensure that documentation of the supported systems and software is available and in an appropriate form for those receiving calls (SD Knowledge base).
Respond to escalated, complex and Critical Incidents in a timely way, ensuring that escalation or Critical Incident procedures are adhered to.
Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques.
Maintain the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all relevant ICT Policies are adhered to in working practices.
Management of own workload ( Incidents & Requests) to ensure compliance with all SLA's, ensuring all open support cases or requests are monitored & updated daily, comprehensive notes are maintained throughout the incident life cycle & detailed non- technical resolutions are provided when resolving support request for customer.
Participates in the Daily Checks performed by the Service Desk Team & any issues found are captured within the IT Ticketing system & escalated appropriately
Carry out routine configuration, installation & re-configuration of hardware & software, and deploy configured equipment to end users in line with order requests & agreed Standard Business hardwareRequired skills, knowledge and experience:
Business Skills:
Analytics
Excellent communication skills & Telephone manner
High level of discretion & confidentiality
Managing own workload
Knowledge:
1 Years previous IT service Desk and or Call Centre Experience
Strong Knowledge of Microsoft based operating systems with emphasis on Windows 10
Strong knowledge of Microsoft office 365 applications (including one drive)
Basic user & Security group administration via active directory
Experience:
Incident Management, including business expectations & communication
Using & Troubleshooting PC/Laptop, Mobile Telephony (android) & Desktop security ( antivirus / anti - malware
Working with a WMS or JDA system would be an advantageThe working hours for this role are the below hours Monday to Friday on a Rota basis -
- 7am - 3.30pm
-10.30 am - 7pm