Helpdesk Analyst

About The RoleWe are seeking a motivated individual with an ambition to build their career in IT to join our Helpdesk team.
The successful candidate will be assisting in providing a 24/7 1st line support service to all users within the business, working with the latest technologies as well as the established legacy systems.
What’s In It for you…
Competitive salary
Shift allowance
Bonus scheme and pension
A great Company culture
Your birthday off
Generous staff discount
Healthcare cash plan And tons more…
Your day-to-day duties and responsibilities will include:
Providing 24/7 1st line support, on a shift rota basis, ensuring that you provide excellent customer service in an efficient, on-time, and accurate manner.
Liaising with internal users to resolve problems and queries, escalating to the 2nd or 3rd line support as appropriate.
Liaising with 3rd parties, as and when required, to resolve problems and queries.
Analyzingsupport requests and participating in the continuous improvement of Helpdesk response, processes and procedures.
Contributing to the continuous maintenance of relevant team documentation, work instructions, FAQ’s and support guides, creating documentation were required for effective knowledge sharing across the team.
Working closely with internal users to identify support or change requirements, and where appropriate, recommend possible solutions for systems within your remit. Working with a ticket system, ensuring that the detail for requests or issues are logged correctly and accurately.
Building devices (Laptop/Desktop/Tablet) for new starters/replacement hardware for existing business users, using defined build processes and build systems provided.
Operating Systems and Software application maintenance and upgrades.
Supporting the 3 Warehouse Operations of the business, including the latest Android technology RF Guns and Zebra Mobile Printers, ensuring all Warehouse issues are resolved quickly and efficiently.
Setting up and supporting Company Mobile Devices (Apple/Android).
Hours of work:
You will be working a rotating 4 days on, 4 days off shift pattern, an average of 40.25 hours per week, in 4-week blocks to provide a 24/7 helpdesk support presence at both our head office and at our warehouse.About You
To be considered you will need the following skills and knowledge:
Essential:
Flexible and enthusiastic self-starter with strong attention to detail and a drive to succeed
A basic understanding of the technology components (application and infrastructure) utilised in an e-Commerce environment
Well presented with excellent communication skills
Strong customer service skills
Ability to prioritise workload to meet company and departmental deadlines
Strong analytical skills, a problem solver, able to troubleshoot and work alone as well as within a team.
Desirable:
Experience in the provision of 1st Line IT support services.
Use of a ticket logging system to support requests from the business.
Working knowledge of Windows Operating Systems and Windows Applications PC hardware support, Building devices (Laptop/Desktop/Tablet), Software maintenance and upgrades
Degree Qualification / Qualification in a related field SQL skills
Ability to query and troubleshoot issues via SQL when required Experience in working within an Agile environment Experience of Application and Database support Knowledge of network technologies (LAN, WAN, SAN) and related services.
About Us
MandM Direct is one of Europe's leading off-price retailers, with over 3 million customers shopping with us every year. In today’s hyper-competitive environment, building a brand that our customers can trust is more important than ever. Our long term success is due to our fast-paced, innovative and adaptable environment which continues to keep up with the market’s demands.
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