Your new role

Our customers are at the forefront of the service our Service Desk provides. We are looking for
someone
with excellent customer service and communication skills with an understanding of technology.
Our team
works in a fast paced environment providing excellent support to users of desktop, laptop, tablet
and mobile
devices in a hybrid working environment. Working closely with IT technical colleagues you will
support our
business handling “how do I” inquiries, through admin requests to being part of a team working
on complex
investigations, major incidents or preventing service outages. As the face of IT to many of our
DFS Group
colleagues, incidents and requests must be handled professionally adhering to our IT and
company
standards and policies.
The role also includes the opportunity to be involved in the implementation of new systems and
services,
Onsite and external training, for systems used within the organisation, and as part of a wider
team
development plan will be available.

A day in the life of...

• Our customers are at the forefront of the service our Service Desk provides. We are looking for
  someone
  with excellent customer service and communication skills with an understanding of technology.
  Our team
  works in a fast paced environment providing excellent support to users of desktop, laptop, tablet
  and mobile
  devices in a hybrid working environment. Working closely with IT technical colleagues you will
  support our
  business handling “how do I” inquiries, through admin requests to being part of a team working
  on complex
  investigations, major incidents or preventing service outages. As the face of IT to many of our
  DFS Group
  colleagues, incidents and requests must be handled professionally adhering to our IT and
  company
  standards and policies.
  The role also includes the opportunity to be involved in the implementation of new systems and
  services,
  Onsite and external training, for systems used within the organisation, and as part of a wider
  team
  development plan will be available.
  Your Responsibilities
  Provide an excellent first point of contact within IT for all enquiries
  Record, prioritise, assign and manage all requests and incidents reported to the Service
  Desk
  Manage customer expectations and communications via telephone, email and face to face
  Escalate to other team members or other departments where appropriate
  Recording and tracking project issues and escalating to the necessary project teams
  Documenting new processes, amending and proposing new document
  Keep pace with technology advances across the organisation and the wider market
  Adhere to company IT Policies and Procedures at all times

In an ideal world...

Educated to at least BTEC National Diploma level with 12 months previous experience in a
Helpdesk or
Service Desk support role providing end user support, ideally in a retail or other fast past
environment. You
will have excellent customer service skills and an ability to communicate information to
colleagues with
varied levels of technical knowledge across all functions within our organisation. In addition,
strong
organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service
Delivery best
practices.
At a technical level, an awareness of the following would be beneficial:
Active Directory user administration
Google Gsuite experience, OSX skills, Android, ChromeOS ITIL certification would be
particularly beneficial.
Windows 7, Windows 10
Anti-virus
Remote desktop / VNC
Print management
Jira suite (or other recognised ITSM platform)
Basic hardware diagnostics/triage
ITIL foundation certification would be particularly beneficial but training will be provided.
At a personal level, we are looking for an individual with the following attributes:
Disciplined, organised and punctual
A motivated team player
Customer focussed with strong communication skills
Excellent problem solving skills
A willingness to learn and grow
Working at other DFS sites is an essential part of the role and possession of a valid licence to
drive in the
UK is essential.

Pay and Perks

Company Pension Scheme
Colleague discount across the Group
Life Assurance
Enhanced maternity, paternity and adoption leave
High street discounts

A little about Sofology

This role will also include weekend work on a rota'd basis. The successful applicant will be
working roughly 1 in 4 to 1 in 5 weekends. Recompense will be in the form of lieu days, scheduled
on the following Thursday and Friday, effectively granting them a 4 day "long weekend" following
the weekend that they work.

Sofology