Technology Service Desk Analyst

Location

Hybrid: 2-3 days in our Support Centre in Coleshill, Birmingham.

Why The Works?

🏆 10th Best Big Company to Work For 2024 - 'Best Companies'

We don’t just sell products.

We inspire reading, learning, creativity and play.

The Works. It literally means everything. And whatever your story or background, we’re all about unlocking imagination and making creativity accessible to everyone. Whether you’re engaging with customers on the frontline or supporting our colleagues behind the scenes, your impact can be profound and far-reaching.

This is more than toys and books and art supplies. This is about inspiring people to read, learn, create and play. So, with the right passion, it all starts with you.

Become a Technology Service Desk Analyst

The purpose of this role is to be the driving force behind rapid incident resolution and request fulfilment. You’ll take charge of restoring services quickly, ensuring that any disruptions are minimal and that requests are handled efficiently. Your proactive approach will ensure that services are back up and running in no time, while keeping stakeholders in the loop with clear, timely communication. You’ll be the go-to problem solver, turning challenges into opportunities for improvement and driving seamless operations across the board. Your efforts will make a direct impact on ensuring a smooth, uninterrupted experience for the entire organisation.

Your Mission

• Take charge of logging, categorising, and prioritising incidents, ensuring each one is owned and addressed with precision.

Perform quick diagnostics and error checks to resolve issues, escalating when needed to ensure a smooth process.

Identify incident trends and spot potential major incidents early, taking proactive action to prevent disruptions.

Close the loop on resolved issues, ensuring tickets are completed with a clear, final resolution.

Stay on top of SLAs, keeping stakeholders updated with timely communication every step of the way.

Contribute to building an ever-evolving user knowledge base, empowering the team with valuable insights.

Record and capture incidents accurately, ensuring no detail is missed in the process.

Continuously work to enhance first-time fix rates, driving efficiency and improving user experience.

Skills/Behaviours That Will Set You Apart

• 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, activating your instincts when something feels off, and diving in to uncover what’s behind it.

A positive, can-do attitude, ready to tackle anything that comes your way!

Desirable

• Solid experience in technology support, solving challenges and delivering seamless solutions
• A background in studying tech-related subjects, keeping you ahead of the curve
• 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, showcasing your commitment to professional growth
• Proven track record in an enterprise-level Service Desk, consistently following ITIL best practices to drive efficiency and excellence
  
  

Our PERKS really are ‘The Works’

• 💪 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

🥳 And loads more! – Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Our Purpose

To inspire reading, learning, creativity and play 💛💙

Our Values

We are Crafty 🎨 | Smart with what we've got.

We are Caring 💛 | Heart in every action.

We are Can-do 🚀| Energy that gets it done.

We Listen. We Care

Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what’s going great, and what needs a couple of tweaks to help make The Works the best place you’ve ever worked! You’ll have opportunity to help give us that direction.

Promoting Diversity, Inclusion, and Applying Reasonable Adjustments

At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ+ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term).

We are open to discussions around working hours and flexible working. And, where possible, we'll try to support this. If you need reasonable adjustments for an interview you might attend with us, let us know in your application and we’ll be happy to help!

We don’t just sell products. We inspire reading, learning, creativity and play.

Because when people spend time doing what they love, it’s Time Well Spent.

And with the right passion - It All Starts With You.