IT Service Desk Analyst

Job Description

IT Service Desk Analyst / First Line Support Technician,Hull (Melton HU14 3HJ),37.5 hours per week (shift work, including 1 in 5 weekends). Salary is £23,500 per annum,30 days holiday (plus optionto purchase additional days), staff discount across Heron Foods and B&M.Heron Foods is one of the UK’s fastest-growing food retailers with over 320 stores across England and Wales. As part of the B&M retail group, we are really going places, with new store openings planned month-by-month. Last year we rankedat number 6 in Retail Week’s ‘Top UK Retailers to Work for in 2022’ based on Glassdoor reviews and as we have grown, we have retained the ethos and spirit of a family-owned business.*There is limited public transport to get to our location in Melton, which is approximately 10 miles from Hull City Centre. You will need to consider this before proceeding with an application as you will need your own transport.*We are looking to recruit an IT Service Desk Analyst to join our busy team, providing timely technical assistance to over 320 retail stores and members of our Store Support Centre. You will be responsible for responding to and resolving basic technical issues.This position would suit either an experienced 1st Line Support Technician or an IT graduate or equivalent who is looking for an opportunity to develop their skills and experience.The successful IT Service Desk Analyst will be responsible for the following:

• Serving as the first point of contact for users seeking technical assistance over the phone or via email.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by users.
• Walking the user through the problem-solving process
• Directing unresolved issues to the next level of support personnel.
• Recording events and problems and their resolution in the ticketing system.
• Following-up and updating user status and information.
• Passing-on any feedback or suggestions by users to the appropriate internal team.
• Identifying and suggesting possible improvements on procedures.

Requirements

• Either proven experience as an IT Help Desk Technician, or someone who is entry / graduate level.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills in verbal and written English.
• Customer-focussed
• Computer Science or relevant field.

Benefits:

• 30 days annual leave (pro rata if part time)with accrual of additional leave for long service.
• 10% discount across both Heron Foods and B&M stores; double discount weekends throughout the year.
• Wellbeing support via our employee assistance program – LifeWorks, a free, confidential service providing emotional support on personal or financial concerns.
• Access to BenefitHub for you and your family for exclusive deals and discounts on everyday purchases, eating out, family days out, financial services etc.
• Ongoing learning and career development including on-the-job training, eLearning or apprenticeships, and the opportunity to take part in development programs such as ‘Future Flyers’ or our Area Manager Designate program.
• Pension (after qualifying period).
• Opportunities to get involved in fundraising activities with our charity partners.
• Reward and recognition scheme and celebration of long service & work anniversaries.
• Free tea and coffee.
• Refer a friend scheme.

Additional key words: " Service Desk Analyst" or "1st Line Support Engineer" or "First Line Support Engineer" or "First Line Support Technician" or "First Line Support Technician" or "Help Desk Technician" or "1st Line Service Desk Analyst" or "IT ServiceDesk Analyst" or "IT Support Analyst" or "IT Support Technician" or "IT Technician" or "Service Desk Engineer"