Location
Hybrid: 1-2 days in our Support Centre.
Why The Works?
We don't just sell products. We inspire reading, learning, creativity and play.
You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give someone the puzzle book that reconnects someone with a late family member's memory.
You never know who someone will become. So with your passion, and our products, you will help ignite the spark in helping people unleash their creativity, find new passions, hobbies, or rekindle fond memories.
The unseen possibilities are limitless, and it all starts with you.
Become a Technology Service Desk Analyst
Our Technology Services Team supports hybrid working with colleagues across the country to deliver our change programmes, application architecture, development, testing, infrastructure, and support services to build and transform the business.
We lead on digital and technology projects across all our functional teams by sharing ideas, prioritising our investments, and innovating to shrink, replace or re-write our older legacy systems through using the latest technologies and development approaches across all channels. It's an exciting journey with heaps to learn and absorb.
At the heart of all this, is our Technology Service Desk, supporting our 4,000 colleagues. We are adapting the team to align to the needs of our colleagues with exciting changes coming this year by evolving into a pro-active and continual improvement focused team. We've already hired some amazing talent from our stores and distribution centre - proving that knowledge from other areas of the business is a big head start for a career in Technology Services, we can show you the rest!
Our hybrid model working means we balance working from home or in the office, using Microsoft Teams to maintain progress, focus, and provide mutual support. We have regular team briefings, learning sessions, on-line social sessions, and quizzes. Plus, every few months the whole Technology Services team will have a day together to help us develop ourselves and innovate and geek out over all the possibilities!
Your Mission
The purpose of the role is to respond effectively to incidents and requests, restoring service or fulfilling requests as quickly as possible while communicating with all relevant stakeholders.
-
Log, categorise, prioritise and own incidents.
-
Complete initial diagnostics and known error checks to resolve functionality and escalate if required.
-
Spot incident trends and potential major incidents, ensuring they are flagged as soon as possible.
-
Close the loop on tickets where issues are resolved.
-
Work to agreed SLA's keeping stakeholders in the loop at all times.
-
Contribute to our user knowledge database
-
Accurately record and capture incidents
-
Improve first time fix rate
Skills/Behaviours That Will Set You Apart
- Passionate:?You want to learn; you want to grow, and you want to develop the service we offer.
- Great communicator:?You enjoy building and developing relationships with people and keeping them up to date
- Super organised:?You can prioritise your workload, set expectations and keep your promises.
- Tech savvy:?You have a logical and technical mind-set with the ability to troubleshoot ambiguous issues.
- Analytical:?You enjoy working with data, monitoring situations, and making decisions based on facts.
- Innovative:?You're able to think outside the box and are looking for the next opportunity.
- A huge appetite to learn
- Great communication skills
- Logical thinking skills with an ability to break down and troubleshoot issues
- Tech savvy and keen to get stuck in
- Demonstrable experience working within an enterprise level Service Desk environment aligning to ITIL best practice
- Can-do attitude
And it's a bonus if you have this experience...
- Previous technology support experience
- Experience studying technology related subjects
- Experience of ITSM tools, remote access, antivirus, email, and general user / business applications
- Certifications such as; ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, IT Diplomas etc.
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!
- 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.
- Wagestream - 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 - making lives more fulfilled.
Our Values
We are Crafty | We are Caring | We are Can-do
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 wo