IT Helpdesk Analyst

4 days on 4 days off including weekend working, 12 hour shifts, shift pattern rotating 05:30 - 17:30 and 10:30 - 22:30 between January to September of the year, (with on call rotation as well to ensure 24/7 helpdesk support to the business), then shift pattern rotating 24/7 on-site between 10:30 - 22:30 and 22:30 - 10:30 during October to December period of the year. Average of 40.25 hours per week, in 4-week blocks on site at our Moreton Warehouse., To provide 1st line IT support (including call logging and management) to all IT users within the business Role key responsibility

• 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.
• Analyzing support 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.
  
  Skill/competency
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., Integrity
Teamwork Accountability Entrepreneurial approach

MandM is one of the biggest employers in Herefordshire and one of Europe's leading online, off-price retailers. We offer our customers fantastic value by partnering with companies who we have built long term relationships with, enabling us to offer our customers big household names and up-and-coming brands, giving fantastic value all year round. As our business continues to grow we are recruiting for a talented to join our growing team. Why not come be a part of our journey to success and take advantage of all MandM can offer you! More than a role Competitive Salary: Your talent deserves recognition. Company bonus: We succeed, you benefit Career Growth: Opportunity to grow Staff Discounts: Stay stylish with our exclusive discounts. Company Pension: Secure your financial future. ️ Generous Holiday Allowance: Enjoy 5 weeks of well-deserved breaks. You even have the option to buy an extra week Birthday Delight: Take your special day off to celebrate YOU Free Parking Health & Wellbeing programme; including critical illness insurance The Role Scope, At MandM, our employees are driven by a shared commitment to excellence and making a real impact in the industry. We pride ourselves on upholding these core values in everything we do.