Service Desk Analyst

We have an exciting opportunity to join our team as a Service Desk Analyst.

You'll be providing help and support to our colleagues in our retail and Franchise stores, Starbucks and Funeralcare (End of Life Services) and Head Office.

This role is based at our head office in Portsmouth. We're offering a full time role working 39 hours a week. This will be worked across 5 days including a weekend day between the hours of 06:00 - 20:00. The role offers hybrid working with a minimum of 2 days in the office. The office has great amenities with free onsite parking and a shuttle bus service.

You'll have a keen enthusiasm for delivering great customer service with a positive 'can do' attitude to support our teams across Southern Co-op.

What to expect

-Point of contact for calls and emails from colleagues regarding issues and queries ensuring compliance with agreed service levels

-Prioritising responses to ensure that issues affecting operational services are resolved with minimum impact on trading

-Logging calls into our service management system and assigning priorities in line with SLAs

-Providing 1st line support to troubleshoot a wide range of incidents affecting business operations

-The use of support tools, such as remote desktop

-Escalating unresolved calls to 2nd level, internal and external resolver groups

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

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

-Excellent communication skills and telephone manner

-Excellent organisational and prioritising skills

-Self-motivated and proactive

-Incident Management experience desirable but not essential

We're an independent Co-op, operating across the south of England running convenience food stores, funeral homes, crematoria, natural/woodland burial grounds and a Starbucks coffee franchise. We're owned by our 200,000+ members, have over 4,000 colleagues and a purpose of working together for the benefit of our communities. We have a commitment to sustainable business and a promise to provide a fair, fresh approach, for all. Become part of the family who are proud to serve local communities and put people first.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Salary of £23,264

-31 days of annual leave (incl bank holidays) increasing to a maximum of 36 days after 10 years' service

-20% discount in stores

-Healthcare cash plan

-Share incentive plan

-NEST pension

-Cycle-to-work scheme

-Free onsite parking at our Lakeside Head Office

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