Service Desk Analyst

  • Sainsburys
  • Manchester, UK
  • Jan 07, 2020
Job - Full time Aerospace engineering Astronomy Biology Computer Science Chemical engineering Engineering Health Science Life Science Mathematics Medical Sciences Chemistry Civil engineering Physics Psychology Social Science Teaching/Academics Technology Veterinary medicine


The big question: why on earth should a Tech professional like you work for a 150-year-old retail chain? Because we’re on a journey. Changing the way we operate. Learning to think nimble. Giving our teams the time and freedom they need to push boundaries. To create amazing systems and technologies. To give our colleagues and our customers even more incredible experiences.
There are thousands of experts to talk to and learn from. We’ve got data from billions of transactions for our teams to play with. Things get built here. They get made here. They hit customers and colleagues quickly. Welcome to the home of Sainsbury's Tech.
More about the role:
  • Accountable for a high standard of customer service in-line with performance targets defined for the Service Desk
  • Answering, recording and responding to all incoming calls and e-mails
  • Classify and resolve incidents and requests from specific areas of the business within agreed service levels ensuring 1st line resolution is achieved wherever possible
  • Ability to explain technical instructions in a non-technical way
  • Compliance with relevant legislation and the performance of other administrative duties relating to security management
  • Ensuring accurate and timely updates are provided to colleagues and are maintained in the ITSM toolset
  • Determine nature of problem and impact to the business
  • Escalating high priority incidents/requests to team leaders in line with Sainsbury’s Incident and Request Management processes
  • Taking personal responsibility to keep up to date with new technologies, systems and solutions
  • Contributing to service improvement projects across the Service Desk as required
What we’re looking for:
  • Proven experience working in a customer services environment
  • Interest in IT and a passion for customer service
  • Excellent telephone manner
  • Ability to prioritise workload
  • Exceptional interpersonal written and verbal communication skills
  • Good team working skills
  • Proven analytical and problem solving skills
  • Ability to work effectively under pressure
  • Understands the importance of giving good customer service & strives for continued improvement
  • With direction takes responsibility for resolving issues and ensures it's aligned with team objectives
  • Communicate effectively with anyone in any environment, e.g. able to translate complex / technical issues to meet the audience's competency level
  • Looks for new ideas/opportunities to help make improvements and suggests these to the appropriate individual(s)
Desirable skills, knowledge and experience
  • Experience working in a Service Desk or IT environment
  • Supporting Microsoft products - Windows 2000, Windows XP, Windows 7, Windows 8.1 (including Active Directory, Exchange, Azure) and Microsoft Office applications (including Outlook 2010,2013 and office365)
  • ServiceNow experience
  • Awareness of Unix / Linux
  • Has a knowledge and understanding of IT & security concepts and architectures
In return you’ll get:
  • Colleague discount across the multi-brands – Sainsbury’s, Argos and Habitat
  • Holiday allowance
  • Bonus scheme
  • Pension plan
  • Special offers on gym memberships, restaurants, holidays, retail vouchers and more
Flexible working and job share conversations are encouraged. Across our multi-brands, we’re proud to be an equal opportunities employer that champions a diverse and inclusive culture. If you’re reading this, even if you’re not 100% sure you’re there with your experience, we’d still love to hear from you. If you’d like to find out more head to Sainsbury's Tech.

Experience level of the applicant we want

Some work experience, Graduate