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About IT Operations at Holland & Barrett

• The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
• Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
• The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects.
• Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.

The Role

The Service Desk Analyst will be an integral part of the IT Operations and Services function, where key responsibilities include:

• Providing a first class technical IT service to all H&B colleagues, serving as the first point of contact for customers, taking end to end ownership for incidents and ensuring colleagues have sufficient equipment to perform their roles.
• Owning incidents through to resolution or escalating where necessary. (i.e. escalating desktop related issues to the Desktop Support team, ensuring a positive experience for H&B colleagues)
• Working closely with fellow Service Desk team members and the Service Desk Manager to highlight key issues experienced by wider H&B colleagues and work towards developing standardised solutions

Key Accountabilities:

• Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business
• Logging all tickets for incidents or requests that are reported
• Ensuring that first line incidents are resolved quickly and efficiently
• Ensuring that second line incidents are investigated and promptly escalated where required
• Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA
• Providing remote support and fixes
• Providing administrative support to ensure systems are maintained and escalating any resulting issues
• Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles
• Service desk analysts will write documentation and build a knowledgebase
• Provide support to retail and corporate customer

The Person

Person Specification:

• Strong interpersonal and customer service skills
• Excellent analytical/troubleshooting skills
• Concise written and verbal communication skills
• Self-managed with ability to work unsupervised
• Quick to learn
• Commercial experience working in a service management function
• Experience of working in a regulated environment
• Dutch or French speakers would be highly desriable but not essential

Technical Skills

• Active Directory
• E-Pos support
• O365 – exchange
• Intune
• Jira
• ServiceNow
• Windows 10 operating system
• Linux (Centos 8)

Benefits

Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.

Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

Career progression

Pension company contribution - 3 & 5%

✈️ Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year.

Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.

Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.

Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.

We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.

Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.

We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

And many more!

The Company

• Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
• Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.
• Join us and see how far you can go…