It Service Desk Advisor

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 anIT 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.