We`re looking for a new Senior Service Desk Analyst to join our Technology team based in Loudwater, Buckinghamshire. In this role, being the `face and voice` of our Technology department you will be at the forefront of meeting all our colleagues technology needs and requirements. You will be managing their service requests and incidents and keeping our customers constantly updated with the latest updates on their requests.
Our customers are our primary focus, and you will take the lead in ensuring that their Technology needs are met, so they can make sure their customers are given the best experience.
Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day...
-Ensure all Service Desk contacts are logged, acknowledged, and resolved in an efficient manner by taking ownership and ensuring resolution within set measures / KPI`s. As a senior member of the team, you will be a focal point for team members to ensure they are able to do the same.
-Provide incident and problem management using service management tools and keeping our customers up to date with all their requests and incidents.
-Ensure daily/weekly checklists are completed correctly and any issues are escalated through your line manager so that we maintain everything in tip top shape.
-Ensure that the security of working areas, systems, and data, are always maintained so that we can all sleep safe and sound at night. You will be aware and comply to all security regulations such as GDPR, PCI and adhere to industry best practice.
-Check and troubleshoot 1st and 2nd line support for technical issues for all internal Dream`s employees so we can keep them happy and back to work as soon as we can.
-Participate in the shift and on-call schedules including evenings, weekends, and Bank Holidays.
-Monitor internal IT functions / systems using various monitoring tools and methods.
-As the senior service desk analyst you will be the go to for stakeholder relationships within the team, Ensure colleagues are supported throughout the lifecycle of Incidents / requests and changes.
-Assisting the Service Desk Manager in the operational duties of the Service Desk function.
-Supporting and mentoring service desk analysts in the team with their development and training.
This is the type of person we`re dreaming of:
-Proven experience within a similar role or be an experienced service desk analyst looking for a step up into a more senior role
-Prior experience in training and mentoring fellow colleagues.
-Prior experience with working in retail or FMCG is advantageous
-Good understanding of the networking infrastructure within a multi-site environment to including knowledge of TCP/IP, network routing, firewalls, routers, and switches (Cisco) (Meraki)
-Have experience in administering and maintaining voice systems (Ring Central) with the ability to administer call flows, vectors, call loggers and recording systems within a call centre environment.
-Knowledge of Microsoft Azure servers environment, Azure Active Directory, MS Exchange, and CISCO VPN connectivity
-Good working knowledge of the PC desktop environment running MS OS and Office 365 applications, alongside other software such as Navision, Microsoft D365 / ERP and Intranet clients.
-Possess the ability to recognise, monitor and review problems quickly and efficiently and demonstrate customer focus and self-initiative.
-Ability to quickly learn new applications and business procedures and be able to document these in an efficient manner.
-Ability to provide application support for all the various IT systems and applications.Seni
-Experience of providing a Senior Support Analyst / Helpdesk /support role within a dispersed environment
-Ability to diagnosis and provide robust resolutions to queries and issues on related systems.
-Ability to plan, manage and deliver projects within deadlines.
-Vendor and supplier management - Collaborate with suppliers and manufacturers to resolve issues
In your dream role, you`ll also receive:
- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers.
- Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
- Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
- Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
- Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an on-site gym and out of hours GP service.
At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we`d like to make work a special place to be too. We`re the UK`s most loved bed retailer, so it`s important our people feel the love as well. There`s over 250 of us at our affectionally named `Bedquarters` in High Wycombe, Buckinghamshire, where every dreamer makes a difference.
We`re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together.
And together we`ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We`re owned by the world`s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You`ll even get a guided tour when you join - that`s part of our mission to get you fully bed-ucated during your induction.
With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that`s a lot of Zzzs.
So if you`re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you.
Dreams. Love your job.