Company

IcelandSee more

addressAddressDeeside
salary SalaryFull-time
CategoryCustomer Service

Job description

Here at Iceland we’re different. We care. We’re not a dull stuffy corporate. We’re one big team. A diverse group of people who get stuck in and work together. Due to expansion within the team, we have a fantastic opportunity for an* IT Service Desk Advisor* to join us, and help support our stores on a 24/7 basis.

Purpose of Role:
To ensure that by working as a team we support the company objectives. To offer support and call resolution to all of Iceland Head Office and our Depots regarding hardware, software, and procedural issues, ensuring that the service provided is delivered with a consistently professional manner, within agreed service levels and Advisor Targets.

Key Accountabilities:

  • Achieve individual performance targets:*
  • To support workflow in line with the IT Service Desk Targets
  • Achieve advisor accuracy (less than 0.5% errors)
  • Call length – within set targets
  • After Call Work – within set targets

Traces (including adherence to shifts and sickness):

  • To accurately log all calls within the relevant call buckets
  • To offer a first-time fix avoiding repeat calls
  • To achieve set coaching target in order to ensure business needs are met by delivering high standards of customer service

Manage 3rd* party contacts*:

  • To assign calls to the relevant 2nd / 3rd party support teams where a first-time fix is not possible
  • To chase all “Open Calls” Daily, ensuring the quickest possible resolution
  • Escalate issues to Team Leaders / Service Delivery Manager
  • Ensuring the customer is kept informed of call progress at all times

Provide ongoing support:

  • To support new services that are launched to Iceland Colleagues
  • To provide input and improvement to the Service Desk knowledge database
  • To support the IT Service Desk Supervisor where required

Continually ensure communication and development are focussed upon:

  • To take responsibility for your awareness of product, system and procedural updates and changes (including the database). Ensure you remain fully up to date with all forms of communication.
  • Database
  • E-mail
  • Notice Boards
  • Team Meetings
  • Focus Groups / Talking Shop
  • Talking Together

Key Result Areas:

  • Take personal responsibility for understanding your customer and deliver an appropriate level of service through adapting style and approach
  • Ensure all calls are logged accurately, detailing fully the issue
  • Issues are resolved/Chased in the quickest possible time
  • Customer are kept informed of any delays to resolution
  • Using your knowledge of the coaching form ensure that you are offering a consistent and high standard of service in line with the rest of the department. Positively act on feedback to further improve and develop skills.

Make a difference to your career at Iceland, we expect a lot but you’ll get a lot back in return. We will help you to grow and develop your career and give you the freedom to show that you really care.
Our benefits package includes:

  • A very competitive salary with an excellent benefits package
  • 25 days holiday, plus 8 days bank holiday
  • 15% store discount, 30% discount with Club Individual Restaurant Group
  • Free parking
  • Double discount weeks
  • Highly subsidised restaurant onsite with our own Michelin Star Chef!
  • Subsidised Costa onsite
  • Discounted gym membership
  • Charity fundraising events
  • Educational sponsorship
  • Enhanced maternity/paternity leave
  • Long service awards
  • Reward & recognition
  • Rewards discount / cashback scheme at over 150 retailers. Categories including shopping, electricals, holidays, restaurants, insurance, and more!

Be Proud. Be brave. Be everything that makes us different.* Be Iceland.*

Job Type: Full-time

Schedule:

  • Monday to Friday

Work Location: In person

Refer code: 3134937. Iceland - The previous day - 2024-04-04 04:55

Iceland

Deeside
Jobs feed

Project Manager

Rullion Limited

London, England

Senior Environmental Advisor

Linear Recruitment Ltd

Warrington, Cheshire

£55,000 - £65,000/annum Company Car or Car Allowance

Apprentice Dairy Technician – Level 3

First Milk

Haverfordwest

£17,500/annum

Environmental Consultant

Westbury Environmental Limited

Telford, Shropshire

£26,000 - £35,000/annum

Environmental Advisor

Manpower Uk Ltd

Leiston, Suffolk

£182/day

Experienced Butcher

South West Recruitment

Longfleet, Dorset

£13.39/hour

Parts Advisor

Perfect Placement

Derby, Derbyshire

£26,300 - £28,000/annum

Geotechnical Engineer

Contract Scotland

City of Edinburgh, Scotland

£32,000 - £36,000/annum Benefits Package

Geotechnical Engineer - Bristol

Penguin Recruitment

Bristol, England

£28,000 - £36,000/annum

Refuse Loader

Aligra Personnel Ltd

Witney, Oxfordshire

£13.19/annum

Share jobs with friends

Related jobs

It Service Desk Advisor

Service Desk Associate - Entry-Level / IT Career Launch

Recruitmentrevolution.com

£30,000 - £40,000/annum Plus benefits

Crawley, West Sussex

4 days ago - seen

Service Desk Leader

Applause It Recruitment Ltd

£35,000 - £45,000/annum

Brighouse, West Yorkshire

5 days ago - seen

Help Desk Support Technician

Spectrum It Recruitment

£25,000 - £28,000/annum

Portsmouth, Hampshire

6 days ago - seen

IT Service Desk Team Lead

Granite Consulting

£35,000 - £40,000/annum

Bournemouth, Dorset

6 days ago - seen

IT Service Desk Technical Support Analyst

University Of Birmingham - It Services

5

Birmingham, West Midlands

3 weeks ago - seen

IT Service Desk Analyst | Auxilion

Auxilion

Yorkshire, United Kingdom

3 weeks ago - seen

IT Service Desk - Team Leader

Queen's University Belfast

£35,000 - £45,000

Belfast, County Antrim

3 weeks ago - seen

Service Desk Architect - DV Cleared - Basingstoke

Cloud & Infrastructure

Basingstoke, Hampshire

3 weeks ago - seen

IT Service Desk Analyst

In Technology Group

£30,000 - £33,000/annum Excellent benefits

Birmingham, West Midlands

4 weeks ago - seen

IT Service Desk Analyst

Coyles

£23/hour

London, England

4 weeks ago - seen

Service Desk Technician

Nhs Professionals

£12.86/hour

Trafford Park, Greater Manchester

4 weeks ago - seen

Service Desk Technician

Handelsbanken

Competitive

London, Greater London

4 weeks ago - seen

IT Service Desk Apprentice

Paragon Banking Group Plc

Not Specified

Solihull, West Midlands

4 weeks ago - seen

IT Service Desk

Hays Specialist Recruitment Limited

£24,000 - £26,000 per annum

North Humberside

4 weeks ago - seen

IT Service Desk Analyst

University Of Sheffield - Amrc

£23,700 to £25,138 per annum, with potential to progress £27,181 per annum through sustained exceptional contribution.

Rotherham, South Yorkshire

4 weeks ago - seen

Service Desk Technician

Talentspa Recuitment

£30,000 to £30,000 per annum

Blythe Bridge, Staffordshire

4 weeks ago - seen

IT Service Desk Team Leader

Akkodis

£30,000 - £34,000/annum

Sunderland, Tyne and Wear

a month ago - seen

Service Desk Leader

Applause It Recruitment Ltd

Competitive

United Kingdom

a month ago - seen