Scope & Key Interfaces
- Business users from Exec level down
- Group Service Delivery Manager
- Wider Support Services Team (including application support teams, and service operations team)
- Infrastructure and Cloud Teams
- Network and Security Teams
- Various Software vendors
Outcomes and KPIs
- Log and respond to queries from internal users regarding their hardware and software – users can contact via walk ups, phone call or self-service tickets.
- Deliver support for hardware including telephony and key applications used within the business
- Support builds and repair of hardware devices
- Utilise investigative lines of questioning in order to perform effective and informative troubleshooting activities
- Investigate root cause and identify volume problems in-line with ITIL processes, working with the TL to reduce/remove
- Ensure issues/requests are logged using the company incident logging software
- Active Directory Administration
Company Description
The primary purpose of a 1st Line Service Desk Analyst is to serve as the initial point of contact for users experiencing technical difficulties or requesting new hardware or software.
This role is essential in ensuring smooth business operations by promptly addressing and resolving common technical issues, the 1st Line Service Desk handles incoming support requests, such as troubleshooting hardware and software problems, resetting passwords, and guiding users through basic problem-solving steps.
The 1st Line Service Desk Analyst is responsible for logging and responding to queries from internal users regarding their hardware and software, which can be communicated via walk-ups, phone calls, or self-service tickets and plays a vital role in troubleshooting and investigating root causes of user or system issues.
They work in line with ITIL processes to identify and reduce volume problems, ensuring that issues and requests are logged using the company's incident logging software (ServiceNow), but the role also involves Active Directory administration and supporting builds and repairs of hardware devices.
We pride ourselves on the customer service we offer users across Greene King, and by providing exceptional customer service and maintaining strong communication skills, the 1st Line Service Desk Analyst contributes significantly to the success of the IT department and overall business operations.
Additional Information
We’re all about rewarding our team’s hard work, that’s why…
You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
- Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
- Refer a friend – who do you know who could be interested in a new role? When they are placed, you could receive £1,500 for referring them!
- Wagestream – access your wage before payday for when life happens.
- Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…
Qualifications
Personal Behaviours
- Exceptional customer service skills
- Ability to work in a busy environment
- Strong computer skills, including Office 365 Administration
- Strong trouble shooting skills for hardware and applications/software
- Service logging experience
- Able to communicate effectively at all levels
- Excellent organisational skills
- Attention to detail
- Self-motivated with ability to work under pressure and to deadlines
- A team player, contributing to the success of the IT department
- Work in line with the Greene King values
Required Skills
- ITIL Foundation Level minimum
- At least 2-3 years of customer service experience, both F2F and telephony
- Active Directory and MS Exchange
- Excellent knowledge and problem solving in windows 10 operating system
- Strong skills in Office suite
- Deep understanding on Cyber risks and risk identification processes to maintain company security
Preferred skills
- Microsoft Certified Qualifications
