Service Desk Analyst

☞ GSF Car Parts

View: 105

Update day: 27-05-2024

Location: Sutton West Midlands

Category: Finance / Bank / Stock Information Technology

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Job content

About The Role

In this position you will be responsible for aiding all users across the business relating to managed products within the IT Department. You will ask relevant questions to determine the full scope of the user’s issue and where possible, provide a first-time resolution. You are required to document each request with the issue, the steps taken to diagnose the issue and the resolution, where possible. You will be required to escalate this information to department specialist should the issue be more complex.

You will be responsible for:

  • Being the ‘face of IT’ and responding to customer requests and issues in a timely and professional manner
  • Accurate registration, prioritisation, and classification, of all requests in the IT Service Desk, from multiple channels.
  • Identify, triage, and resolve / escalate all IT requests that come through the Service Desk, with efficient resolution of 1st line IT work within agreed SLAs.
  • Carry out initial diagnosis of incidents to ensure that they can be progressed quickly and accurately.
  • Ensure all incidents and service requests are responded to and managed within SLA timescales.
  • Provide remote technical diagnosis and fault resolution.
  • Remotely install and configure approved computer hardware and licenced software, following agreed policies and procedures.
  • Instruct IT users on equipment operation, care, and maintenance
  • Contribute to knowledge base articles for IT Services to support users
  • Undertake IT related administrative duties.
  • Support IT projects as directed by the IT Service Desk Manager

About You

Knowledge and Experience

  • Some experience within IT support or helpdesk capacity would be a distinct advantage
  • Strong communicator and customer service experience
  • Strong problem solving and troubleshooting skills
  • Experience on Windows 10 Desktop support and maintenance
  • Experience of Active Directory and management of user accounts
  • Solid troubleshooting and problem-solving skills
  • Good communicator comfortable in a client facing role
  • Good written communication skills, able to maintain documentation relating to support activities
What we’ll offer:
Benefits at GSF Car Parts are designed to support all aspects of our team members life throughout their career. Whether that’s their health, wealth or everyday lifestyle, we are here for our team members and their loved ones and there is something for everyone! To name a few of our benefits we offer:
  • 28 days annual leave (including bank holidays) with the opportunity to earn upto 5 more with time served
  • Free flu vaccine
  • Health & wellbeing tools
  • Free support from pension experts
  • Life assurance scheme
  • Discounts from 100’s of household names including Asda, Nike & John Lewis
  • A suite of financial wellbeing products including advances and savings schemes
  • Paid time off to volunteer
  • Training qualifications and career progression opportunities

About Us

GSF Car Parts is one of the UK’s leading automotive parts distributors, supplying thousands of independent garages throughout the UK and Ireland with parts, tools, garage equipment and specialist training. The group has over 175 branches nationwide and a turnover exceeding £475 million. Built on the heritage and success of a dozen local brand identities acquired over several years, we have traded as one brand since November 2021. Our branch network is bolstered by centralised support and expertise from specialist departments in key areas such as procurement and supply chain, marketing and national accounts. The business also benefits from integrated IT systems, which include our industry leading catalogue system, Allicat, and access to the Group’s national garage programme, Servicesure.
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Deadline: 11-07-2024

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