IT Service Desk Analyst - Tier 1

As a Tier 1 IT Service Desk Analyst, you will play a critical role in ensuring the smooth operation of our organization's IT systems and providing exceptional customer support.

Your primary responsibilities will include promptly responding to incoming calls, performing initial triage on incidents, and actively contributing to the enhancement of our customer-facing knowledgebase.

This role requires communication skills, technical proficiency, and a proactive approach to problem-solving.

We uphold three core behaviours that guide all our actions:

Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.

Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.

Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.,

• Receive and respond to incoming calls, emails, and tickets from end-users regarding IT issues and service requests.


Customer Support:


• Provide courteous, professional, and efficient support to end-users, ensuring high levels of customer satisfaction.


Knowledgebase Management:


• Regularly review and update the customer-facing knowledgebase with relevant troubleshooting guides, FAQs, and resolutions to common issues.


Continuous Improvement:


• Proactively identify recurring issues and trends and propose solutions to prevent future problems., IT Service Desk Analyst - Tier 1, Postcode/Zip

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• Experience with ticketing systems, knowledgebase tools, and remote support tools.



• Proven experience in a customer support role, preferably in an IT service desk environment.



• Strong written and verbal communication skills.



• Ability to work well under pressure, responding quickly to production issues and finding meaningful workarounds until a release can be made.



• Excellent troubleshooting and diagnostic skills.



• Customer-facing and service skills.



• Effective problem-solving abilities.



• A proactive, can-do, and tenacious attitude.
  
  If you are ready to lead with enthusiasm and make a significant impact, apply today to join Poundland! Together, we can achieve excellence and deliver for our customers, colleagues, and community., Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 900 stores and nearly 18,000 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enabling us to reach millions of customers with our unparalleled value offerings.


At Poundland & Dealz, we don't just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers.

Our commitment to excellence, inclusion, and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve. Our behaviours and the hard work, commitment and passion of our wonderful colleagues make it all possible.

We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do and keep us on track. They are Love our customers, Care for our colleagues, and Protect the Pounds and Euros. By living our behaviours every day, we've created a land that is fun, friendly, and full of surprises-a place where our people can truly be the best versions of themselves!


• Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.


• Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.


• Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.


• Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.


• Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.


• Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family's needs.


• My Staff Shop: Gain exclusive discounts through our 'My Staff Shop' portal, saving on various products and services.


• Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family's future.


• Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.


• Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day's holiday because we believe birthdays are important.


• Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.