Service Desk Analyst

Description:

Do you want to be part of a community and grow a career? At Southern Co-op we work hard because we want to do well and the more successful we are the more we can give back to our members and communities – that’s the beauty of a co-operative.

We have an exciting opportunity for a Service Desk Analyst to join our Commercial Support team. In this role, you'll provide a comprehensive and responsive first line support to our Head Office, Retail, Funeralcare (End of Life Services), Starbucks and our Franchise stores in accordance with the agreed service levels. The role requires an aptitude for working with operational systems, processes and facilities management issues to undertake analysis, diagnosis and resolution of colleague issues, which may range from the straightforward to the more complicated. 

The role offers hybrid working with two days at home (one weekend and one week day). The shift pattern is 06:00-14:15 across 5 days during the week (one weekend day).

What we’re looking for

Your day-to-day tasks will include:

Act as a single point of contact for phone calls and emails from Colleagues regarding issues and queries ensuring compliance with agreed service levels.

Prioritise responses to ensure that issues affecting operational services are resolved with minimum impact on trading.

Logging all calls into our service management system and assigning incident priorities in line with the matrix grid.

1st line support - troubleshooting of all incidents from Network / EPOS / IT to Security and Facilities.

Use of support tools, such as remote desktop.

Troubleshoot basic network issues.

Escalate unresolved calls to 2nd level, internal and external resolver groups.

Take ownership of incidents and follow up on the status on behalf of the customer and communicate progress in a timely manner.

Initial major incident & problem management investigations

Key Skills Required

Excellent communication skills and telephone manner

Excellent organisational skills.

Self-motivated and proactive.

Incident Management experience – Managing incidents including business expectations and communication desirable but not essential.

Able to apply first class customer service and teamwork practices at all times

Able to analyse a range of issues and recommend solution

Company Benefits

At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 200,000+ members, we put people first. Become part of the family with Southern Co-op, who are proud to serve local communities and put people first.

We can offer you:

31 days of annual leave (incl bank holidays) increasing over time to a maximum of 36 days after 10 years’ service

20% discount in stores 

Hybrid working

Healthcare cash plan

Share incentive plan

NEST pension

Cycle-to-work scheme

Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes

Referral Scheme

Refer a successful candidate and both parties will be rewarded with a £50 voucher. The referee will need to provide the referrers name, colleague number and store location when submitting an application