Service Desk Analyst – Portsmouth, Hampshire
Do you want to be part of a community and grow a career? At Southern Co-op we work hard because we want to do well and the more successful we are the more we can give back to our members and communities – that’s the beauty of a co-operative.
We have an excellent opportunity to start your career as a Service Desk Analyst. With over 200 retail convenience stores, 60 + Funeral Homes, various Franchise businesses and over 4,000 colleagues, this is a varied role where you will be supporting colleagues across all of our business areas with day-to-day troubleshooting if problems arise in their stores.
Some typical challenges you might deal with could include helping a store colleague calling in with a product that won’t scan, loss of power, problems with hardware to re-setting a password. You will also deal with facilities issues too – e.g. a site with a blocked toilet or broken window. As the first port of call, you will need to use your problem-solving skills to fix the things that you can and escalate challenges to the appropriate teams if it is outside of your remit.
You will need a good level of basic IT skills and we can train you on some more bespoke systems like Cognos and VME Home working is available after probation with the opportunity to work from home for up to 3 days per week if preferred. If you think you have excellent problem-solving skills and enjoy interacting with people then keep reading!
Key Accountabilities
- Act as a single point of contact for phone calls and emails from Colleagues regarding issues and queries ensuring compliance with agreed service levels.
- Prioritise responses to ensure that issues affecting operational services are resolved with minimum impact on trading.
- Logging all calls into Cherwell our service management system and assigning incident priorities in line with the matrix grid.
- 1st line support – troubleshooting of all incidents from Network / EPOS / IT to Security and Facilities.
- Use of support tools, such as a remote desktop.
- Troubleshoot basic network issues.
- Escalate unresolved calls to 2nd level, internal and external resolver groups.
- Take ownership of incidents and follow up on the status on behalf of the customer and communicate progress in a timely manner.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Initial major incident & problem management investigations
- Creating and publishing major communications to the business once the major incident process has been invoked and following up with regular update communications till the incident has been resolved.
- Provide basic advice and guidance to the Commercial Support Team’s customers.
- Publishing support documentation to assist colleagues with resolving issues and requests for information.
- From the Service, Desk tool uses the knowledge base, and frequently asked questions resources to aid diagnosis or resolution.
- Creating user accounts, resetting passwords and creating groups for various different systems.
- Ensure continuous improvement in service by following processes.
- Ensure a full understanding of all business activities and customer needs.
- Applies exceptional customer service and teamwork practices at all times.
- Other tasks and duties as assigned.
Key experience, knowledge and skills
- Full training can be provided however good understanding of the operational aspects of a retail business would be beneficial
- Excellent communication skills and telephone manners.
- Excellent organisational skills.
- Self-motivated and proactive.
- Incident Management experience – Managing incidents including business expectations and communication desirable but not essential.
- Able to apply first-class customer service and teamwork practices at all times.
- Able to analyse a range of issues and recommend solutions.
If you’re passionate about Problem-solving and have a background in a fast-paced environment then we would love to hear from you. In return, we will offer a competitive salary and benefits package, as well as the opportunity to develop your skills and grow your career.
