IT Service Desk Analyst

We have an exciting opportunity for a Service Desk Analyst to join our IT team, within our Fenwick Newcastle office.

About the role

The Service Desk team are critical in providing the business with 1st Line support to all back-office users across the UK. Working as a team, you’ll ensure all incidents and service requests are logged correctly in the IT service management tool, following initial triage.

The team works closely with colleagues from all areas and support partners to help resolve incidents within agreed SLA’s.

About the candidate

We look for warm and welcoming people, who are adaptable, courageous, innovative and goal orientated to join us on our exciting journey. As well as these key characteristics, this role also requires some specific skills and experience to succeed…

• Experience of working on an IT Service Desk environment within ITIL framework
• General understanding of current technologies e.g. Windows 10, Office 365, Active Directory, Server administrator and POS.
• Excellent customer service skills
• Good analytical, problem-solving and communication skills
• Experience in capturing asset information on user devices
• Ability to assign tickets to the correct team/support partner for investigation/resolution when required
• Experience in giving 1st line support for basic POS, printing, MS Office and user connection issues
• Able to follow the Incident Management and Request Fulfilment Process
• Perform initial diagnosis on all incident reports
• ITIL Foundation certificate preferable

The successful candidate will start with us as soon as possible

About Fenwick

Fenwick is the UK’s largest family-owned department store group with a rich heritage and history that has shaped who we are today! We are on an
exciting journey of investment, looking towards a future that is every bit as bold and brilliant as what has gone before.

We work collaboratively and our 2,000 strong workforce spans across our stores, our support functions including Digital, Buying & Merchandising, IT, Finance, People and Customer Service teams plus our valued restaurants and distribution centres and we are always on the lookout for talent to join our ever-growing family to exceed our customers' expectations.

We offer a competitive salary and benefits package including:

• 25% Colleague Discount (across most areas)
• 25 days annual leave plus 8 bank holiday days (pro rata for part time colleagues)
• Agile working the option to split your time between the office and home
• Birthday day - 1 additional day off in the month of your birthday
• Holiday Purchase Scheme option to buy up to 5 days leave
• Business Dress Loan Scheme interest free loan to buy clothes for work
• WeCare a 24/7 online GP, mental health support service, get fit programme and more.
• Perks a great way to get discounts, exclusive deals and cashback on a range of products and leisure activities
• Cycle to Work scheme
• Pension scheme

Job Types: Full-time, Permanent

Salary: £22,500.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Work Location: In person