IT Service Desk Analyst

Warrington, UK
14 Sep 2019
02 Oct 2019
Contract Type
Full Time
At Sofology we do things differently. We want to flip the sofa industry on its head and change the game. To make this happen, our Sofologists need to be different too. Forget about pen pushers and clock-watchers, our people are super smart, intelligent and switched on!

The role:

An excellent opportunity has arrived for a talented IT Service Desk Analyst to join our family and become part of something special. Sofology is an innovative, fast growing, retail business with a passion for technology driving the business forward on all platforms and media channels.

The role involves working a shift pattern where you will be working 5 days over a 7 day period, with the possibility of working a Saturday or Sunday.

Key Responsibilities:

• Ensure that all calls are logged and tickets are accurately and promptly responded\resolved in line with incident management procedure.
• Identifying and resolving hardware/software related problems for example email, password resets and basic IT equipment\mobile devices.
• Provide 1st line fixes.
• Escalate issues as required in line with the escalation process.
• Work collaboratively with other areas of the IT department and champion 'right first time' service to maintain a 95% SLA on all IT issues.
• Ability to work in a fast paced, high-pressure environment.
• Build and configure IT hardware e.g. laptops, desktops and mobile devices.

What we are looking for:

• Good front end customer services and training skills.
• Knowledge of the use of and support of MS Office Applications.
• Knowledge of the use and support of Windows 7 upwards.
• Knowledge of the use and support of Apple devices including OSX and iPad/iPhone.
• Knowledge of PC/Laptop builds and software installations.
• Previous use of a Ticket Management system.
• Experience of working to SLA and KPI measures.
• You will be willing to work on a shift rota basis.
• Any experience of retail &/or multi-site locations is highly desirable.
This job was originally posted as

Similar jobs

Similar jobs