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IT Service Desk Analyst

Your new role

An excellent opportunity has arrived for a talented IT Service Desk Analyst to join our family and become a part of something special. Sofology is an innovative, fast growing, retail business with a passion for technology driving the business forward on all platforms and media channels

What you'll be doing

  • Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool.

  • Take ownership of Incidents and Service Requests throughout their lifecycle keeping users appropriately updated.

  • Accurately diagnose, respond and resolve Incidents/ Service Requests in a timely fashion to achieve Service Level Agreements (SLA’s) .

  • Build and configure IT hardware such as laptops, desktops and mobile devices.

  • Aim to provide a first time fix where possible.

  • Escalate issues as required in line with the escalation process.

  • Collaborate with other areas of the Technology Team with a focus on Continuous Service Improvement (CSI).

  • Provide basic IT user training.

  • Ability to work in a fast paced environment.

Skills/experience .....

  • Excellent customer service skills.

  • Excellent written and oral communication skills.

  • Knowledge of the use and support of MS Office applications.

  • Knowledge of the use and support of G Suite applications

  • Knowledge of the use and support of Windows 7 upwards.

  • Knowledge of the use and support of Apple devices including OSX and iPad/iPhone.

  • Knowledge of PC/Laptop builds and software installations.

  • Previous use of an ITSM tool.

  • Experience of working to SLA and KPI measures.

  • You will be willing to work on a shift rota basis.

  • Any experience of retail &/or multi-site locations is highly desirable.

  • ITIL foundation qualification is highly desirable.

Sofology benefits

  • A great basic salary 
  • 33 Days holiday + Length of service

  • Your birthday off

  • Pawternity Leave, Grandparent Leave, Volunteering day Leave

  • Professional Qualifications

  • Learning & Development, Next generation programme 

  • 30% discount across the group & 15% for friends & family

  • High street Discounts with 100’s of great brands 

  • Contributory Healthcare

  • Pension

  • Your Lawyer

  • Employee Assistance Programme for all colleagues & your household 

  • Enhanced Maternity & Paternity Pay

  • Discuss flexible working & part time opportunities

A little about sofology

We think choosing a new role and choosing a new sofa have a lot in common. Your old one feels comfy, you’re used to it, and you know exactly where you fit. But a new job - or a new sofa - holds so much potential. Pick the right one and you’ll never look back. You want to feel comfortable, but with enough going on to keep you right on the edge of your seat. Our team is always growing, and we’re constantly shuffling up on the sofa to make room for the newest member of the Sofology family. 

Founded over 30 years ago, we’re true sofa specialists. So much more than just a piece of furniture, we know that a sofa is the one thing that truly turns our customer’s houses into homes.There’s a lot at stake when it comes to guiding our customers to make the right choice for them - that’s why our customer journey is unique in the sofa market. That means no ‘ends next Sunday sales.



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