1st Line Support - Retail Service Desk

01 Nov 2018
01 Dec 2018
Contract Type
Full Time
Job Title

IT Support Analyst – Retail Service Desk


Retail Service Desk

Responsible For

Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

Responsible To

Service Operations Team Leader

Main Purpose of Job

* 1stLine Support of Wintel / Retail and Hardware related incidents.
* Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
* Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
* Proactively keeping Customers informed on incident or request status and progress.
* Escalate incidents where a first-time fix is not possible to either 2ndline support or the relevant resolver group.
* Adhering to Incident management procedures.
* Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Resolve >60% of incidents logged as a First Time Fix
* Keeping up to date with the current standard procedures.
* Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
* Provide a point of technical escalation and expertise.
* Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager
* Escalate potential problem issues with Problem and Incident Management.
* Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
* Contributing to team meetings.

Knowledge & Experience

* Educated to GCSE level or equivalent in Maths and English.
* Good knowledge of IT platforms, equipment and applications.
* Proven Customer service skills
* Up to 6 months’ experience as an analyst within a similar environment
* Industry recognised qualifications in relevant area is desirable (i.e. MCP)
* Up to 6 months remote support experience of

* Windows Operating Systems (Essential)
* Citrix (Desirable)
* Cisco Telephony Systems (Desirable)
* Hardware troubleshooting of both desktop and server hardware. (Desirable)
* Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Desirable)

* Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)
* Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
* Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes

* Positive, enthusiastic and supportive individual.
* Effective communication skills.
* Ability to take ownership of and progress incidents to resolution.
* Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
* Ability to work under pressure and apply existing knowledge to unknown areas.
* Ability to work in a team and to support team members.
* Structured troubleshooting skills and inquisitive nature.
* Passionate, professional, with a ‘can-do’ attitude at all times
* Proactive thinking
* Problem management and Problem solving

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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