Service Desk Analyst

We are looking for a Service Desk Analyst to join us on a permanent basis. You will be working in a FUN fast paced and exciting "Asda Culture" environment. We put a lot of investment into our colleagues and we are committed to ensure that you will receive the relevant training to provide you with the opportunity to progress within the business.

The Service Desk Analyst is a member of the Service and is responsible for providing 1st line support to stores and home offices.

The Ins and Outs:
• Answer calls made to the service desk and raise corresponding support tickets within the call logging system.
• Prioritise incidents, assign impact and urgency.
• Respond and resolve incidents within SLA.
• Management of open calls and queues to resolve as many calls as possible within SLA.
• Escalate service impacting incidents to senior team
• Manage service desk e mails, respond professionally within given time frames
• Respond to service request and incidents raised on HD Online system.

What you'll need:
• Experience of working on a busy service desk / Call centre
• An understanding of service desk metrics
• An understanding of ITIL best practise - Desirable
• Ability to prioritise workload based or impact and urgency of the tasks at hand
• Understanding of Incident management and escalation
• Capable of creating procedural documentation to help none technical colleagues understand technical problems

Benefits
• Discretionary Bonus
• Sharesave Plan
• Stakeholder Pension Plan
• Free Parking
• Cycle to work scheme

Please note that you will be required to work on a shift pattern that includes working one in every four weekends. The desk is open 8am - 8pm and your rota will be based around those hours (8am - 4pm, 10am - 6pm, 12pm - 8pm)

Please contact Clare Tempest on clare.tempest@asda.co.uk if you have any issues or queries. No agencies please