Service Desk Analyst - Welwyn Garden City

Tesco
Welwyn Garden City, Hertfordshire
Competitive
14 Aug 2018
24 Aug 2018
tesco/TP/1548294/300000
Full Time
Service Desk Analyst - Welwyn Garden City

Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world.

We want our customers to be inspired and whatever they are looking for, were finding bigger and better ways to provide it.

Everything is underpinned by our continuous drive for the best tools and technology to deliver our vision. Were driving innovation and transforming our Technology to become the worlds leading retailer.

We need people who share our ambition to deliver for our customers; Passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package, and significant career development opportunities.

Joining us means playing a part in defining; building and launching an ambitious roadmap of digital products that could affect the lives of millions of people over the years to come.

If that sounds exciting then we'd love to hear from you.

The position will be based at our Head Office in Welwyn Garden City



Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the roles key responsibilities and measures:

  • Prioritise and schedule actions to solve technical incidents, problems and requests to ensure delivery against service levels. Escalate problems (when required) to the appropriate person as per the Escalation process.
  • Record, log, and track all incidents, problems and requests from end users via telephone, e-mail, in person or that are automatically logged in a timely and courteous manner.
  • Provide first-time fix or perform diagnostics and resolve IT incidents confidently and efficiently. Record, track and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Configure Mobile Devices and manage Enterprise MDM and Office 365 solutions.
  • Ensure high quality customer services to the internal users of all levels across the cafe estate while following all standard processes and procedures and implementing any changes to working practices as requested to do so.
  • SME owner responsibility of specifically designated business-critical systems.
  • Participate in weekend support rota
  • This role will best suit an individual who enjoys working as part of a team, is well organised, pragmatic and a lateral thinker with an inquisitive mind who is motivated to make change for the better and, most importantly, puts our customers first.

Youll need to have demonstrated experience of:

  • Working within an IT department / service delivery role essential
  • Working in a small team within a busy environment
  • Supporting hospitality or other remote environments beneficial
  • Managing a busy and varied workload
  • Diagnosis and resolution of software and hardware incidents
  • Working in a service management focused environment maintaining service in line with Service Level Agreements
  • Strong communication skills with a commitment to unparalleled customer service

Personal

  • Strong organisation skills and process driven
  • Strong communication skills professional phone manner and good written communication
  • Calm but positive and responsive under pressure
  • Excellent customer service skills
  • Self-motivated, pro-active and flexible with the ability to work across multiple areas simultaneously, taking ownership of issues through to resolution