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Service Desk AnalystTPP Retail Group • Seacroft, England, United Kingdom
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Service Desk Analyst

TPP Retail Group
  • GB
    Seacroft, England, United Kingdom
  • GB
    Seacroft, England, United Kingdom
Apply Now

About

*About the Role*
Full time in the office - Monday – Friday 09:00-17:30
Based in Leeds (LS14). Soon moving to LS15.
*About TPP Retail Group*
We are a fast-growing group made up of two brands - TPP Retail & LabelZone. We supply companies worldwide with mobile technology like barcode scanners, tablets & label printers to allow them to be more efficient in their shop floor, warehousing, manufacturing, and other areas. We work closely with lots of large companies - brands you will know and be proud to be supporting!
*About the Role*
You will pro-actively monitor, review, escalate and pursue outstanding Support Desk tickets to ensure that they are responded to promptly and followed through to resolution within agreed service levels whilst providing the highest level of customer service.
You will ensure customers are kept fully informed of the progress of their Support Desk tickets and are satisfied with the resolution when completed.
*Responsibilities*
* Providing day-to-day support to the end-user base. IT experience within a professional background
* Logging tickets to manage all incidents, service requests and escalations raised by internal customers or external partners.
* Pro-actively ensure that timely and appropriate updates are communicated back to customers.
* Proactively manage backlogs of requests and incidents so that they are progressed to resolution within agreed timescales, escalating where necessary
* Monitor customer assets and stock levels to proactively ensure sufficient inventory is maintained at all times.
*Must Have*
* Minimum 3 years’ experience working in a Service Desk environment.
* Experience of being the first point of contact for all inbound customer calls/emails/messages received into the service desk.
* Great customer service skills
* Problem/Incident management, and the ability to get to the root cause of issues.
* Immediately flag major incidents and escalate accordingly.
* Ability to logically troubleshoot issues and investigate larger issues.
* Experience with Android devices.
* Full driving license
*Desirable but not essential*
* Experience with working within a MSP environment.
* Keen interest in mobile technology such as Android and iOS
* Experience using mobile scanners and printers such as Zebra & Honeywell
* Experience with Mobile Device Management software such as SOTI / 42Gears / InTune.
* Troubleshooting bespoke software
* Retail process knowledge
* Creating technical documentation
* Working on/within projects
*About You*
* You must be naturally friendly and want to get stuck in.
* You'll have an enthusiastic approach to learning new skills across different elements across the operations.
* You will fit in with a small close-knit team and want to play a key part in achieving goals and targets.
* You're a person that thrives on working in a fast-paced environment and can cope with balancing the needs of different customers, keeping everybody happy.
* Maintains a consistently positive attitude and stays composed in fast-paced environments, including handling high volumes of phone calls with professionalism and efficiency.
* Demonstrates high attention to detail and isn't afraid of hard work.
* Shows a high standard of spoken & written English to enable great communication with our customers and suppliers.
* Can handle difficult situations and customers.
This is a great opportunity for a customer-focused individual with a positive approach to delivering an excellent customer service experience.
You will have already worked in an IT support/Service Desk environment, however enthusiasm, excellent communication skills and being committed to delivering high standards of service are more important than previous experience, full training will be provided.
Job Types: Full-time, Permanent
Pay: £26,000.00-£30,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Private medical insurance
* Sick pay
Application question(s):
* What has drawn you to apply to this role?
* Will you be able to travel to our office in Leeds in a reasonable amount of time (less than 30 minutes in rush hour)?
* What relevant experience or skills do you feel make you a good fit for this role?
Work Location: In person
  • Seacroft, England, United Kingdom

Languages

  • English
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