Service Desk Analyst - Leeds
Do you have experience of working on a busy Service Desk or Call Centre? If so, then we would love to hear from you.
The Service Desk Analyst is a member of the IT service team and is responsible for providing 1st line support to stores and home offices. This is a varied role and you could be taking a call from a store colleague on one call and a VP on the next. Your role within the team is essential to ensure the smooth running of all Asda systems and enable colleagues or stores to get up and running with minimal impact.
You'll 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.
You'll work closely with all levels within the business raising corresponding support tickets within the call logging system. You will prioritise incidents, assign impact and urgency. You will be responsible for the management of open calls and queues to resolve as many calls as possible within SLA and will be required to escalate service impacting incidents to the senior team
- You'll have previous experience of working on a busy service desk or call centre with an understanding of service desk metrics.
- Experience of working in an ITIL environment is highly desirable, but not essential.
Work Where it Works. Our hybrid way of working gives you the choice to work where it works. This enables you to complete your daily tasks where you'll be the most effective. It offers a mix of working from home and in an office environment that works best for you and your team. We would love to talk to you about this.
You will also get an excellent benefits package including:
Discretionary company bonus Company pension up to 7% matched 10% colleague discount, free parking and many additional rewards.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves.
If you have any questions regarding this vacancy please contact firstname.lastname@example.org