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IT Service Desk Analyst

CV-Library

Posted on Oct 21, 2021 by CV-Library

London, Greater London, United Kingdom
Customer Service
Immediate Start
£23.5k - £30k Annual
Full-Time
IT Service Desk Analyst

Our Head Office IT Service Desk provides our national business with technical and functional support and incident management across core infrastructure components, business systems and user equipment, including bespoke applications and systems.

This is the first point of contact for all calls and the team must ensure all calls are answered and issues are logged, diagnosed and resolved/escalated where applicable within agreed SLA timeframes.

This is an exciting role for a customer-focussed individual to join our energetic IT Service Desk to provide high quality, effective incident management and fulfilment of our customers' requests.

What you'll do

Receiving and logging calls on behalf of users
Routing calls to appropriate teams
Providing technical assistance to users
Administering and monitoring IT systems
Pro-actively keeping customers updated
Providing onsite and remote Desk Support
Maintaining Service Level targets
Installation of software and hardware
Managing incidents, requests and problems
Assisting with End User training
Setting up accounts and completing the administration associated with this
What you'll need

Previous Service Desk experience within an ITIL environment
A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
Excellent verbal and written communication skills, along with good planning and organisational skills
Self-initiative and the drive to provide great customer service
A basic understanding of IT systems (servers, networks and printing devices)
A committed can-do attitude
Previous experience of providing first-line support
Able to work to tight deadlines in line with a Service Level Agreement environment
Strong analytical skills and the ability to work effectively on your own and in a team environment
Experience of using appropriate IT technology, methods, principles and equipment such as:
Win8/Win10
Laptop / desktop support
Basic Networking knowledge
Active Directory
Incident management systems
Experience of using the following IT technology would be desirable:
SCCM/MECM'
MAC
Cisco Phone Systems or other similar system
MS SharePoint
Office 365
ServiceNow
What you'll receive

This isn't getting by. This is getting what you deserve. Working at Lidl is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We're proud to offer a competitive salary from £23,500 - £30,000 (depending on experience), with an additional 10% of your salary on top as a non contractual London Weighting benefit and a generous holiday allowance. Save for your future with our pension scheme, or save today with an in store discount, plus extra discounts on days out, cinema tickets and much more.

We're making the final preparations and getting ready to move into our brand new head office, Lidl House, in Tolworth. It's light, spacious and has state of the art breakout spaces, an on-site barista and gym and much more, making it the perfect place to meet colleagues and achieve your potential. We're expecting to move in before the end of the year and we can't wait for you join Lidl!

Please note your employment is conditional upon the Company's receipt of satisfactory references and if requested by the Company, a satisfactory Disclosure and Barring Service check.

Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment

Reference: 214963123

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