It Service Desk Analyst

About us

We are a customer experience and business optimisation partner for organisations who are ready to reshape and reinvent how they work and how they connect with those who matter most. We are not content with being good enough. And we never rest on our laurels.

We develop and deliver innovative, technology-led solutions to enable our clients to form stronger connections, increase loyalty, create efficiencies – and ultimately grow and confidently embrace the future.

We are shaping a better future for the world too. Empowering our people and communities, building an inclusive and diverse culture, reducing our environmental impact, and creating a resilient supply chain.

Future shapers. Experience makers.

The Role

As an IT Service Desk Analyst, you will be responsible for providing support to customers and users of various IT systems and particularly SAP and agresso applications. You will provide first level support through handling incoming queries via service ticket requests from end users, email or over the phone.

Whilst you will need a degree of initiative, there are questions to ask and information screens to navigate, so you’ll be the type of person who works well in a structured environment and as part of a team. A full training programme will equip you with the skills to deal effectively with all enquiries.

The IT Service desk is open from 8.00am to 6.00pm – Monday to Friday, you will be expected to participate in a rota to provide this level of cover.

As part of your role you will be responsible for:

• Maintain up to date call and incident/problem records in the appropriate service management system in line with current SLA’s
• Conduct problem resolution and root cause analysis for first level calls.
• Pass complex problems on to the appropriate support area
• Communicate problem status or resolution to the customer as required.
• Contributing to an environment which strives for continuous improvement by suggesting constructive ideas in processes and procedures that will deliver further efficiencies and service enhancement.

Skills & Experience Required

Essential:

• Understanding of the requirements of working in an IT Customer support environment.
• Understanding of the aims and objectives of our business and the functionality that it delivers our clients
• Knowledge of SAP and Agresso ERP systems

Desirable

• Working knowledge of HR/PY/FI/P2P

Key performance Indicators:

Your effectiveness will be measured by:

• Your ability to manage queries within the agreed targets providing clients, staff and external customers with accurate resolutions.
• Your ability to hand off more complex problems to the appropriate technical support resource with accurate information within agreed timescales.
• Achievement of individual performance targets and objectives

Diversity & Inclusion Statement

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.