Service Desk Analyst - Contract
Overall ambition of the role:
Reporting into their Service Team Leader, the Service Desk Analyst will be responsible for delivering best in class support to all Nando’s UK, Group, Grocery and Yellowoods users. In order to be successful in the role, the post holder will need to possess good technical and organisational skills with the drive to develop within the role.
This is a customer facing role requiring excellent interpersonal skills and with the ability to communicate at all levels.
You will be responsible for logging incidents and requests tickets, collecting and noting triage information, resolving where possible and escalating appropriately when needed.
(IMPORTANT - This role will involve weekend work, in addition we will require you onsite for the first month full time, after the first month this will drop to 3 days a week onsite and 2 days WFH).
Key Responsibilities:
Operational Management
· Responsible for logging all contact with the Service Desk (telephone, self-service, chat function, direct approach and Email), and to ensure courteous, timely, and effective resolution of issues and requests
· Working on the creation of knowledge base articles, aiming to increase in-house Service Desk knowledge and answering frequently asked questions from our users
· Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
·Responsible for ensuring restaurant hardware & software is investigated, troubleshoot and resolved promptly to ensure restaurants are able to operate at maximum capacity
· Manage new starters and leavers processes to ensure all compliance objectives are met
· Responsible for delivering tech inductions to new CS starters
· Responsible for providing technical training to all users as and when necessary
Knowledge & Experience
· 18+ months Service Desk Experience working in a fast paced environment
· Understands ITIL practices
· Worked with ticketing software (ITSM tool)
· Software install, patching and upgrades
· Promote, follow and create procedures
· Strong WinOS, Mac OS and iOS experience
· End user management experience – Active Directory, Exchange, O365
· Provide Remote User and Site support
· Understanding of ePOS hardware & software would be desirable
· Able to set up mobile devices via MDM solutions
· Strong pattern identification and data analysis skills – namely ticket related
· Good exposure to various Windows Server environments
· Remote support experience – Teamviewer, VNC, etc
· Troubleshooting networking issues
· Liaise with 3rd party support/suppliers to assist with issue resolution
Key Stakeholders:
Tech managers
Central support users
Group and Yellowoods users
Restaurants
Key Skills and Attitudes:
· Exceptional customer service experience
· Experience working within defined SLAs
· Natural logical problem solver
· Ability to work in a high paced environment and successfully handle multiple tasks simultaneously
· Motivated to understand the needs of the Nando’s business and align support accordingly
Personal Attributes
· Able to multitask
· Great organizational skills
· Able to take ownership of an issue and see through to resolution
· Very strong written and oral communication skills
· Very strong interpersonal skills
· Ability to absorb and retain information quickly
· Ability to document guidance, solutions and workarounds
· Ability to present ideas in user-friendly language to non-technical staff and end users
· Keen attention to detail
· Proven analytical and problem-solving abilities
· Ability to effectively prioritise and execute tasks in a high-pressure environment
· Exceptional customer service orientation
