IT Service Desk Analyst

at  Topps Tiles

There’s plenty about Topps Group that might surprise you. Like the scale of our Head Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million pound retail business?

We currently have an exciting opportunity for an IT Service Analyst to join our IT Service Desk Team based at our Head Office in Grove Park, Leicester. Reporting to the IT Service Desk Manager, you will utilise your IT skills to deliver world class service to internal stakeholders. The successful candidate will work in a dynamic, hardworking 8-person team to support the company’s IT services.

Responsibilities include:

• Ensure that issues that need to be escalated are done so using the set escalation process with clear and concise information on the nature of the issue
• Support the business ERP application - Microsoft Dynamics
• Building and configuration of Company hardware in accordance with guidelines and documentation so it falls in line with company procedure.
• Ensure the Stock Room is replenished and kept tidy at all times
• Ensure any old or faulty equipment is recycled regularly in lines with the business process.
• To deliver first class customer service for all incidents and requests with a high degree of customer satisfaction and timeliness
• To ensure all customer incidents and requests are logged correctly and are routed to the correct team or department
• To complete troubleshooting of incidents, and provide technical guidance to internal customers at all levels of the business
• To ensure that customers and stakeholders are regularly updated in a timely manner
• Ensure that issues that need to be escalated are done so using the set escalation process