Helpdesk Analyst

The Role:

We 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.
• Analysing 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.
• 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.

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.

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.