Junior Service Desk Analyst - Dutch Speaking

The Junior Service Desk Analyst plays a vital role in providing frontline IT support and assistance to colleagues and end-users within Holland and Barrett. This entry-level position is responsible for receiving, logging, resolving, and escalating IT incidents and service requests. The Junior Service Desk Analyst reports to the Service Desk Team Leader.

Key Responsibilities:

Incident and Service Request Management:

• Receive incoming IT incidents and service requests via various channels, such as phone calls, emails, or ticketing systems.
• Log detailed information accurately and efficiently in the designated ticketing system.
• Diagnose and resolve routine incidents and service requests following established processes and procedures.
• Escalate complex or unresolved issues to senior team members or other IT teams for further investigation and resolution.
• Ensure incidents and service requests are resolved within agreed-upon service level agreements (SLAs).

Customer Service:

• Provide excellent customer service by delivering professional and friendly assistance to colleagues and end-users.
• Actively listen to their concerns, ask clarifying questions, and provide clear and concise instructions or explanations.
• Ensure timely and effective communication, managing customer expectations throughout the incident resolution process.
• Maintain a positive and customer-focused attitude, aiming for high levels of customer satisfaction.

Troubleshooting and Technical Support:

• Utilize technical knowledge and problem-solving skills to diagnose and resolve basic IT-related issues.
• Follow documented procedures and knowledge base articles to troubleshoot and resolve incidents.
• Collaborate with senior team members or other IT teams when encountering complex or unfamiliar issues.
• Document troubleshooting steps and solutions accurately to contribute to the knowledge base.

Ticket Management and Documentation:

• Create, update, and manage incident and service request tickets in the designated ticketing system.
• Categorize and prioritize tickets based on impact and urgency, ensuring accurate ticket assignment.
• Regularly update ticket status and provide timely communication to customers regarding progress and resolution.
• Maintain accurate documentation of incidents, solutions, and work performed.

Continuous Learning and Development:

• Engage in ongoing learning and development activities to enhance technical skills and knowledge.
• Stay up-to-date with relevant technologies, software applications, and IT processes.
• Actively participate in training sessions, knowledge sharing activities, and team meetings.
• Apply acquired knowledge to improve incident resolution efficiency and customer satisfaction.

Collaboration and Escalation:

• Collaborate effectively with other IT teams, vendors, and stakeholders to resolve incidents and service requests.
• Escalate complex or high-priority incidents to senior team members or appropriate escalation paths.
• Maintain effective communication channels to ensure timely incident resolution and customer satisfaction.

Adherence to Policies and Procedures:

• Follow established IT policies, procedures, and best practices when providing support and resolving incidents.
• Adhere to security protocols, data protection guidelines, and compliance regulations.
• Report any security incidents or breaches promptly to the appropriate channels.

• Strong interpersonal and customer service skills
• Keen problem solver
• Concise written and verbal communication skills
• Quick to learn
• Dutch Speaking Essential

• Pension company contribution = 3%
• Incentive scheme up to 10% of annual salary, based on company performance.
• Your wellbeing is paramount so you can get away and take 28 Days Holiday per year.
• Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
• Career progression.
• Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
• Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
• Stay healthy with Discounted Products - from day one you'll get a25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
• We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
• Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
• Stay active in the Onsite Gym at our Nuneaton Hub!
• We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
• And many more!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.