Service Desk Junior Analyst - Central Team

Manchester Store Support Centre

Location

Manchester Store Support Centre

Hours

Full-time

Contract Type

Permanent

Salary

Competitive plus benefits

Areas of business

Infrastructure & Service Operations

Job ID

1800212X

Google Map of 18th Floor Arndale HouseArndale House Manchester M4 3AL

Sainsbury's Supermarkets Ltd, 18th Floor Arndale HouseArndale House, Manchester, M4 3AL

To deliver IT support to all users across the entire Sainsbury’s estate, providing excellent customer service and a single point of contact. To resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes, minimising impact to the end user.

What I need to do
  • Accountable for a high standard of customer service in-line with performance targets defined for the DT Service Desk.
  • Answering, recording and responding to all incoming calls and e-mails to the DT Service Desk
  • Classify and resolve incidents from specific areas of the business within agreed service levels ensuring 1st line resolution is achieved wherever possible.
  • Ability to explain technical instructions in a non-technical way
  • Ensuring accurate and timely updates are provided to customers and are maintained in the Incident Management System.
  • Determine nature of problem and impact to the business.
  • Escalating high priority incidents to team leaders in line with Sainsbury’s Incident and Problem Management processes.
  • Taking personal responsibility to keep up to date with new technologies, systems and solutions.
  • Contributing to service improvement projects across the DT Service Desk as required.
How I will succeed
  • Delivery of all service and operating level agreements within the Incident Management framework.
  • Minimised impact of disruption to services.
  • Feedback from users and colleagues.
  • Effective working relationship in place with all internal and external support teams.
What I need to know
  • Proven experience working in a customer services environment
  • Interest in IT and a passion for customer service
  • Excellent telephone manner
  • Ability to prioritise workload
  • Exceptional interpersonal written and verbal communication skills
  • Good team working skills
  • Proven analytical and problem solving skills
  • Ability to work effectively under pressure
  • Understands the importance of giving good customer service & strives for continued improvement
  • With direction takes responsibility for resolving issues and ensures it's aligned with team objectives
  • Communicate effectively with anyone in any environment, e.g. able to translate complex / technical issues to meet the audience's competency level
  • Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s)
What I need to show

Technical
  • Experience working in a Service Desk or IT environment
  • Awareness of PC hardware and peripherals e.g. Graphics cards, Hard Drives, RAM and Printers etc
  • Knowledge of Microsoft products including Windows XP, Windows 8, Windows 10 and related Microsoft Office applications (including Visio and Access)
  • Knowledge of Microsoft Exchange, Office 365 and SharePoint
  • Understanding of Active Directory account management
  • Knowledge of Network Infrastructure fundamentals e.g Routers, Switches and Firewalls
And / Or:
Retail Experience
  • Previous experience working in a retail environment with sound knowledge of business processes and procedures.
  • In depth skills/knowledge in Retail specific Corporate, Banking and Warehouse Management Systems
  • Resources available to me
  • Colleagues within the DT Service Desk
What decisions I can make
  • Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s)
  • With direction take responsibility for resolving issues and ensures it's aligned with team objectives

Please note that working hours of this role are shift based, covering 06:00 – 18:10, Monday to Sunday. This will include working some weekends, but your individual pattern will be discussed in more detail at the interview stage, if your application is successful.


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