IT Service Desk Analyst - Desktop Support - 1st Line Support Newtownabbey, Northern Ireland
Job description
WiggleCRC are looking to recruit a Service Desk Analyst to join the team in our Mallusk office!
What will you be doing as a Service Desk Analyst?
You will support across all functions of the organisation, supporting the business to continue any activities essential for trading, using the technology deployed by WiggleCRC.
Working hours:
Working on a rota in our Mallusk office, covering shifts from 0800 – 1800 Monday to Friday. You will also act as the primary contact for critical incidents outside of core hours on a rota basis, to cover 24/7/365.
Key Responsibilities:
- Act as the single routine contact point, receiving and handling requests for support to the Wiggle business.
- Responds to a broad range of service requests for support by providing information to fulfil or enable resolution.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Management of major incidents, liaising with 3rd parties, and internal resolver groups. issuing communications regarding updates to key stakeholders
- Following agreed procedures, identifies, registers, and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that Service Level Agreements are not breached without stakeholders being given the opportunity of planning for a deterioration in service
- Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.
- Engages with IT Delivery and Technology streams to confirm that changed or new services meet the service acceptance criteria and the required standard. Feeds into the change management processes.
- Assist in identifying and implementing Service Improvements Supporting users at offices in various geographical locations. Travel may occasionally be required
Experience:
- Experience of working in an IT environment
- Experienced in coordinating efforts to resolve issues with multiple stakeholders
- Demonstrable experience of communication at all levels
- ITIL Foundation or knowledge and understanding of ITIL framework.
- Qualifications within IT or computing such as Comp TIA, Microsoft Fundamentals or equivalent
- Some knowledge of Powershell an advantage
- Experience of recording and tracking information in some form of ITSM Toolset
We are passionate about everything we do and driven by our winning teams who value the unique strengths we each bring. This is your opportunity to join a team who are not afraid to pursue ambitious goals and will support you to achieve your personal best. Whether you’re a beginner or an expert, a sports enthusiast, or an excel expert, a people manager or an analyst, we have a place for you! There’s a place for everyone in our team!
You won’t just be joining the WiggleCRC family, we’re part of something bigger. We are now proud members of the Signa Sports United family!
What’s in it for you – The benefits
If working alongside some for the most creative and innovative people isn’t enough, we also offer you:
- Excellent career progression opportunities
- 25 days annual leave
- 5% pension contribution
- Staff discount
- Flexible working hours
- Healthcare plan
- Company Bonus
- Company sporting events, smart casual dress code and a brilliant company culture.
Being diverse and inclusive are key to our company values. You can find out more about the actions we’re taking to support diversity on the Wiggle and Chain Reactions careers page on our websites.
We are constantly striving to be a better business, and not just because it makes good business sense, but it’s the right thing to do. Our commitments come under one pillar named “Powering Better” in which we focus on making a difference in three key areas, planet, people, and product.
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Company pension
- Employee discount
- Life insurance
- On-site parking
Ability to commute/relocate:
- Newtownabbey: reliably commute or plan to relocate before starting work (required)
Work Location: In person
