Job Description
Job Title: Helpdesk Analyst
Reports to: IT Service Desk Manager
Location : Olton/ 1-2 days from home once fully trained
Purpose:
Waterstones has taken a pragmatic approach to IT over the last few years which has driven efficiencies across the business whilst also delivering material steps forward across the IT architecture. Waterstones has a complex suite of inter-related systems; some of which are old, for example our stock management system is 30 years old and is based on an AS400 platform, whereas other systems are being migrated towards Cloud and everything in between.
The core estate contains a variety of hardware, operating systems and software, which is mirrored within the end user computing estate with a variety of desktop (virtual and physical), laptops and mobile devices.
As Helpdesk Analyst, the role is to provide support to our store base and head office users on all systems and hardware. You will work alongside 2 other analysts and 2 senior analysts.
This role works on a shift pattern basis to help ensure the hours of 8am till 6pm is covered.
Key Responsibilities
- To be the first line of support for the business via telephone./ email / chat or any other means of communication.
- Ensure all calls are logged on our Helpdesk management system, followed up and closed once resolved.
- Actively take responsibility for any calls you log, engaging other members of the team or wider IT department in aiding resolution.
- To deputise for more senior colleagues whenever necessary.
- To monitor the status of outstanding incidents and invoke appropriate escalation activity as required.
- Following agreed processes and procedure to ensure adherence to GDPR and PCI policies.
- Maintain security procedures for passwords and data.
- Maintain up to date working knowledge of the products and services supported by the Helpdesk.
- Provide out of hours support / weekend support as and when agreed.
- Maintain a satisfactory working environment with particular regard to Health and Safety.
Experience and Qualifications
- A good understanding of Microsoft products (Word, Excel, Outlook etc). Office O365.
- Experience of Waterstones related software (e.g. Phoenix, Coda, Beanstore, Atlas or Mycroft) an advantage.
- A strong interest in IT and a desire to further a career within the field.
Person Profile
- Ability to analyze a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts.
- A strong focus on the customer, both internal and external customer and ensuring they are prioritized when taking actions or making decisions.
- A diligent approach applying quality standards and a close attention to detail to all tasks undertaken.
- A clear communicator, both verbally and in writing.
- Target driven with an ability to persevere through adverse circumstances.
- Team focused with an ability to working co-operatively with others to achieve a common goal.
- Maintains a positive, mature approach to the job with particular regard to communications with users, specialist’s groups and vendors.
Job Types: Full-time, Permanent
Salary: Up to £24,000.00 per year
Benefits:
- Company pension
- Employee discount
Schedule:
Ability to commute/relocate:
- Solihull, B93 0BN: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Reference ID: Helpdesk Analyst