We are looking for a full time IT Helpdesk Support Analyst to work in our fast paced IT department in Speke. This is a hands-on role requiring a high level of technical expertise, working closely with application; network and security teams, in providing support to colleagues and users around the business.

Duties & responsibilities required are:

• To provide Technical Support to the B&M user base
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Take Ownership of user problems and be proactive when dealing with user issues
• Ensure all issues are logged on the call logging system and manage call to completion
• Allocate more complex issues to the relevant IT resolver group
• Arrange and manage external technical support when required

Specific experience required:

• The ideal Candidate must have a strong knowledge of IT systems; equipment and software, with analytical and problem solving skills
• You will be experienced in providing 1st line support to a large user base across multiple sites, ideally within a retail business
• Capable of dealing with a variety of different support issues, with varying degrees of urgency
• Candidate must work well under pressure, alongside colleagues to support the business community effectively
• Excellent telephone manner and communication skills
• Strong problem solving skills and a motivation to provide the best possible service to the customer throughout the support process
• The ability to communicate on all levels whilst establishing and maintaining positive working relationships
• Excellent attention to detail and high levels of accuracy