Role Overview & Mandate
Executive Summary
About you We are looking for an IT Service Desk Analyst with excellent customer service, communication skills and an...
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We are looking for an IT Service Desk Analyst with excellent customer service, communication skills and an understanding of technology.
Your Skills/Experience
- Educated to at least BTEC National Diploma level with 12 months previous experience in a Helpdesk or Service Desk support role providing end user support, ideally in a retail or other fast past environment.
- Excellent customer service skills and an ability to communicate information to colleagues with varied levels of technical knowledge across all functions within our organisation.
- Strong organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices.
Technical Experience
- Active Directory user administration
- Google Gsuite experience, OSX skills, Android, ChromeOS
- ITIL certification would be particularly beneficial.
- Windows 7, Windows 10
- Anti-virus
- Basic hardware diagnostics/triage
- ITIL foundation certification would be particularly beneficial but training will be provided.
Personal Skills
- Disciplined, organised and punctual
- A motivated team player
- Customer focussed with strong communication skills
- Excellent problem solving skills
- Possession of a valid licence to drive in the UK is essential.
About the role
Our IT Service Desk team works in a fast paced environment providing excellent support to users of desktop, laptop, tablet and mobile devices in a hybrid working environment.
Working closely with IT technical colleagues you will support our business handling “how do I” inquiries, through admin requests to being part of a team working on complex investigations, major incidents or preventing service outages.
As the face of IT to many of our DFS Group colleagues, incidents and requests must be handled professionally adhering to our IT and company standards and policies. The role also includes the opportunity to be involved in the implementation of new systems and services
Onsite and external training, for systems used within the organisation, and as part of a wider team development plan will be available.
Your Responsibilities
- Provide an excellent first point of contact within IT for all enquiries
- Record, prioritise, assign and manage all requests and incidents reported to the Service Desk
- Manage customer expectations and communications via telephone, email and face to face
- Escalate to other team members or other departments where appropriate
- Recording and tracking project issues and escalating to the necessary project teams
- Documenting new processes, amending and proposing new documents
- Keep pace with technology advances across the organisation and the wider market
- Adhere to company IT Policies and Procedures at all times
Working patterns
This role will also include weekend work on a rota basis. The successful applicant will be working roughly 1 in 4 to 1 in 5 weekends.
Recompense will be in the form of lieu days, scheduled on the following Thursday and Friday, effectively granting them a 4 day "long weekend" following the weekend that they work.
37.5hrs per week Contract
About DFS
It takes a whole lot of passion to be at the centre of what makes a house feel like home — and that’s just what we do at DFS.
We’re the leading sofa retail specialist in the UK, helping people find a comfy seat on their great quality sofas since 1969.
We're a market leader in the UK because of one thing: our people. Our people made us who we are and will drive us into our ambitious future, together.
We offer incredible opportunities to get stuck into fun and meaningful work as well as learn new skills — so you can really ‘find your thing’.
Are you ready to make yourself at DFS?
Benefits
We want you to really feel at home at DFS, with the support you need to do your best work, as well as a range of great benefits:
- A huge 30% colleague discount, plus 15% friends & family discount across our Group (DFS, Sofology, Dwell)
- Holiday allowance – the time you need to rest and relax (and the longer you’re with us, the more time you’ll get!)
- Enhanced maternity, paternity and adoption leave to give you the time you need to settle in with your new family member
- Access to a range of high street & online discounts from: Sainsbury’s, ASOS, Currys PC World, IKEA, John Lewis and more.
- Discounted Gym and Cinema memberships to help you unwind
- Progression and Development opportunities to grow your skills
- Group Pension Scheme Group
- Sharesave Scheme
- Life Assurance & Company Sick Pay
Ready to make yourself at DFS? Click ‘Apply online’ now to fill in an application form — with you in our corner, we just know we’ll do great things together.
[All roles are subject to satisfactory references and DBS check.]
Job Reference: DFS02943
