Service Desk Analyst Coventry, England
Job description
A role in our Service Desk team is just the start of your career at Flooid. Our Operational Support department is an excellent place to build your skills and see opportunities to progress within the business.
The Role:
- Investigating reported errors with customer and internal systems to determine cause and corrective actions required, within agreed Service Levels.
-
Receiving & logging incidents or requests from our customers into the fault logging system, ensuring all details are accurate and meaningful and correspond to agreed Service Desk
procedures. - Providing technical support and guidance to colleagues and peers.
- Liaising with third party technicians to assist with resolution of incidents.
- Diagnosing hardware faults and providing support to third party engineers to resolve.
- Managing communication to end users on progress of incidents.
- Ensuring agreed escalation procedures are acted on.
- Identifying and documenting as necessary, new technical reference material.
- Education in an IT-relevant discipline or experience working in an IT-related environment, preferably on a technical Service Desk.
- Excellent communication skills.
- Excellent customer service skills and the ability to establish and maintain good relationships with colleagues and customers.
- Good planning, organisation skills and excellent initiative.
- Methodical and analytical approach to problem solving.
- ITIL v.3 Foundation certificate, or experience of ITIL methodology.
Technical Skills
Required:
- Familiarity with Windows operating system platforms
- Experience in supporting email solutions, including Outlook and Lotus Notes
- Knowledge of using Active Directory in a business environment
- Basic understanding of network setups, configuration and troubleshooting
- Experience of using remote support tools (VNC, RDP, etc.)
Desirable:
- Previous Experience of Supporting EpoS Systems
- MSSQL Server Administration (Backup, Restore etc) and writing/executing SQL queries Basic understanding of Linux and Unix operating systems
Flooid offers cutting edge retail and hospitality solutions to major global brands. We push the boundaries of commerce with our endless basket and world leading innovation in sales technology.
Here at Flooid, we love our culture – it has helped us achieve some amazing things. It’s a great place to work because of the people we employ. Fun, professional and supportive, we want like-minded individuals who love to love their job. We are on a mission to revolutionise our colleagues’ and customers’ experiences by employing experts that want to be part of our team. We’re an energetic group of people, based globally, that have customers’ needs at the heart of what we do. We have great success in what we’ve done and an exciting strategy for where we are heading.
Location: Coventry. Hybrid working- work from home with occasional travel to our head office in Coventry and limited travel to customer sites
Salary:
Hours: Full Time.
- Working Pattern – 24/7, 365 shift based working hours including weekend and bank holiday working for which additional payments are made.
- You will need to havesome flexibility regarding working hours should customer requirements change.
