Service Desk Junior Analyst – Argos & Habitat

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

190009Q5

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

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

The Junior Analyst will deliver IT support to Argos and Habitat colleagues across various areas of the business, 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
  • Be accountable for a high standard of service in-line with performance targets defined for the DT Service Desk.
  • Answer, record and respond 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.
  • Explain technical instructions in a non-technical way, tailoring as necessary based on the audience
  • Ensure accurate and timely updates are provided to colleagues and cases are maintained in the IT Service Management Tool (Service Now).
  • Determine nature of problem and impact to the business.
  • Escalate high priority incidents in line with Sainsbury’s Incident and Problem Management processes.
  • Take personal responsibility to keep up to date with new technologies, systems and solutions.
  • Contribute 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.
  • Minimisation of impact or disruption to services and colleagues.
  • Taking ownership of personal development and pro-actively acting on feedback from users and colleagues, and using weekly performance metrics to monitor performance and drive improvement as necessary.
  • Develop an effective working relationship with internal and external teams, engaging with project resources as assigned by the DTSD Service Transition Analyst.

What I need to know
  • Proven experience working in a customer service environment
  • Experience and pro-active interest in IT and Technology
  • 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
  • Communicates effectively with colleagues 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
Essential:
  • 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
  • Ability to work a varying shift pattern, including weekends and bank holidays as required
  • Excellent customer service skills

Desirable:
  • Previous experience working in an Argos or Habitat business environment such as retail, logistics or central support, with sound knowledge of business process and procedures
  • In depth skills/knowledge of specific Argos/Habitat Corporate, Store and Warehouse Management Systems
  • Awareness of ITIL Service Management standards

Resources available to me
  • Colleagues within the DT Service Desk
  • DT Service Desk Shift Leader and Team Lead
  • Online training tools
  • Internal DTSD Knowledgebase
  • 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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