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Technology Service Desk Analyst
The Works Stores LtdDrive rapid incident resolution and request fulfillment as a Technology Service Desk Analyst at The Works. Engaging with customers and supporting colleagues in a hybrid role.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Take charge of logging, categorising, and prioritising incidents
- Perform quick diagnostics and error checks to resolve issues
- Identify incident trends and spot potential major incidents early
- Close the loop on resolved issues, ensuring tickets are completed with clear, final resolution
- Stay on top of SLAs, keeping stakeholders updated with timely communication
- Contribute to building an ever-evolving user knowledge base
- Record and capture incidents accurately
- Continuously work to enhance first-time fix rates
Requirements
What you’ll need- A genuine passion for learning and growing in the tech world
- Exceptional communication skills, able to explain complex issues with clarity
- Strong analytical mindset, skilled at breaking down problems and troubleshooting with ease
- Naturally tech-savvy and eager to dive into new challenges
- A keen eye for detail with the ability to spot trends or patterns
- A positive, can-do attitude, ready to tackle anything that comes your way!
- Solid experience in technology support, solving challenges and delivering seamless solutions
- A background in studying tech-related subjects
- Hands-on experience with ITSM tools, remote access, antivirus, email, and key user/business applications
- Relevant certifications such as ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas, and more.
Benefits
Comp & perks- 25% Colleague Discount! - Plus, exclusive Double Discount days!
- MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more
- Family Friendly Leave - Enjoy some time well spent with enhanced maternity, paternity and adoption pay.
- Holiday – 33 days including bank holidays.
- Holiday Purchase - Purchase an additional 5 days
- Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.
- Stream - Claim early access to 50% of your wages as you earn them – for when ‘life’ happens!
- Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works!
- 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!
- Healthcare Cash Plan – To support your everyday healthcare costs
- Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Incident LoggingError DiagnosticsTroubleshootingTrend AnalysisFirst-Time Fix Rates
Soft Skills
Exceptional CommunicationAttention to DetailPositive AttitudeProblem-Solving Mindset
Certifications
ITIL FoundationService Desk InstituteMCSACompTIA A+Security+