Service Desk Analyst

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.
We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.
And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join - that`s part of our mission to get you fully bed-ucated during your induction.
With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.
We`re looking for a new Service Desk Analyst to join our Technology team based in Loudwater, Buckinghamshire. In this role, you will provide 1st and 2nd line support on IT and Telephony Systems across the business and to ensure the business systems are available at all key times.
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day...
-Ensure that a professional service is supplied to our users through effective call / problem management resolution.
-Use up-to-date knowledge of core / related systems, software peripherals and communications technologies.
-Ensure that the security (PCI compliance) of working areas, equipment, and data, are maintained at all times.
-Participate in the shift and on-call schedules including evenings, weekends, and Bank Holidays
-Have up to date knowledge of department tasks and responsibilities and have the ability to cover all areas of the Service Desk.
-Ensure all calls are logged, acknowledged, and resolved in an efficient manner ensuring customers are constantly updated throughout the process.
-Work to agreed daily maintenance tasks, which allow the smooth running of systems.
-Ensure daily/weekly checklists are completed correctly and any issues are escalated through your line manager.
This is the type of person we`re dreaming of:
-Good understanding of the networking infrastructure within a multi-site environment to including knowledge of TCP/IP, network routing, firewalls, routers, and switches (Cisco)
-Have experience in administering and maintaining voice systems (AVAYA) with the ability to administer call flows, vectors, call loggers and recording systems within a call centre environment.
-Knowledge of Microsoft servers, Active Directory, MS Exchange, and VPN connectivity
-Good working knowledge of the PC desktop environment running MS OS and Office applications, alongside other software such as Navision ERP and Intranet clients.
-Possess the ability to recognise, monitor and review problems quickly and efficiently and demonstrate customer focus and self-initiative.
-Ability to quickly learn new applications and business procedures and be able to document these in an efficient manner.
-Ability to provide application support for all the various IT systems and applications.
-Experience of providing an IT Helpdesk/support role within a dispersed environment
-Ability to diagnosis and provide robust resolutions to queries and issues on related systems.
-Ability to plan, manage and deliver projects within deadlines.
In your dream role, you`ll also receive:
- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers.
- Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
- Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
- Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
- Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an on-site gym and out of hours GP service.