Technology Help Desk Analyst

Reports into: Technology Help Desk Manager

Location: Hendon & Camden (occasional travel to GAIL’s retail locations)

Working Hours: 37.5 hours including evenings and weekend on-call rota cover

Overall Purpose of the Role

• A hands-on role to deliver technology service level agreements with the wider business.
• Resolve questions related to systems, software, connectivity and hardware.
• Successfully triage tickets and deliver self-help solutions and recommendations.
• Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.
• Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.

Areas of Responsibility

• Reporting to the Technology Help Desk Manager.
• Work flexibly and be part of the on-call rota.
• Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
• Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
• Provide Hardware and Software support both locally and remotely for the Group
• Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
• Manage your ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s).
• Liaise with and escalate issues to 2nd and 3rd line technicians.
• Possible travel around London to resolve issues requiring intervention

Experience/Skills:

• A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)
• Strong organisation skills, personally and professionally.
• “Can do” outlook and approach to work.
• Technology qualifications / certifications a bonus.
• Excellent written and verbal communication skills
• Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
• Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.
• Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
• An ability to think critically about systems and to adjust consistently as needed
• Document learnings to build the knowledge repository.
• Willingness and ability to learn about standard and bespoke applications