Jobs at Holland and Barrett – Service Desk Analyst

Job Description:

Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Job Responsibilities:

The Service Analyst will be an integral part of the IT Operations and Services function, where key responsibilities include:

• Providing a first class technical IT Service Desk to all H&B colleagues, serving as the first point of contact for customers, taking end to end ownership for incidents and ensuring colleagues have sufficient equipment to perform their roles.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Working closely with fellow Service Desk team members and the Service Desk Manager to highlight key issues experienced by wider H&B colleagues and work towards developing standardised solutions.
• Providing remote support and fixes.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Logging all tickets for incidents or requests that are reported.
• Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident Sla.
• Owning incidents and escalating them where necessary to them through to resolution (i.e. escalating desktop related issues to the Desktop
• Support team, ensuring a positive experience for H&B colleagues)
• Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.

Job Requirements:

• Strong interpersonal and customer service skills.
• Excellent analytical/troubleshooting skills.
• Concise written and verbal communication skills.
• Self-managed with ability to work unsupervised.
• Quick to learn.
• Commercial experience working in a service management function.
• Experience of working in a regulated environment.

Job Details:

Company:  Holland and Barrett

Vacancy Type:  Full Time

Job Location: Birmingham, England, UK

Application Deadline: N/A

Apply Here

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