Here at Iceland we're different. We care. We're not a dull stuffy corporate. We're one big team. A diverse group of people who get stuck in and work together. Due to expansion within the team, we have a fantastic opportunity for an IT Service Desk Advisor to join us, and help support our stores on a 24/7 basis.
Purpose of Role: To ensure that by working as a team we support the company objectives. To offer support and call resolution to all of Iceland Head Office and our Depots regarding hardware, software, and procedural issues, ensuring that the service provided is delivered with a consistently professional manner, within agreed service levels and Advisor Targets.
Key Accountabilities: Achieve individual performance targets:To support workflow in line with the IT Service Desk TargetsAchieve advisor accuracy (less than 0.5% errors)Call length – within set targetsAfter Call Work – within set targetsTraces (including adherence to shifts and sickness):To accurately log all calls within the relevant call bucketsTo offer a first-time fix avoiding repeat callsTo achieve set coaching target in order to ensure business needs are met by delivering high standards of customer serviceManage 3rd party contacts:To assign calls to the relevant 2nd / 3rd party support teams where a first-time fix is not possibleTo chase all "Open Calls" Daily, ensuring the quickest possible resolutionEscalate issues to Team Leaders / Service Delivery ManagerEnsuring the customer is kept informed of call progress at all timesProvide ongoing support:To support new services that are launched to Iceland ColleaguesTo provide input and improvement to the Service Desk knowledge databaseTo support the IT Service Desk Supervisor where requiredContinually ensure communication and development are focussed upon:To take responsibility for your awareness of product, system and procedural updates and changes (including the database). Ensure you remain fully up to date with all forms of communication.Key Result Areas: Take personal responsibility for understanding your customer and deliver an appropriate level of service through adapting style and approachEnsure all calls are logged accurately, detailing fully the issueIssues are resolved/Chased in the quickest possible timeCustomers are kept informed of any delays to resolutionUsing your knowledge of the coaching form ensure that you are offering a consistent and high standard of service in line with the rest of the department. Positively act on feedback to further improve and develop skills.Make a difference to your career at Iceland; we expect a lot but you'll get a lot back in return. We will help you to grow and develop your career and give you the freedom to show that you really care.
Our benefits package includes: A very competitive salary with an excellent benefits package25 days holiday, plus 8 days bank holiday15% store discount, 30% discount with Club Individual Restaurant GroupFree parkingHighly subsidised restaurant onsite with our own Michelin Star Chef!Subsidised Costa onsiteDiscounted gym membershipCharity fundraising eventsEnhanced maternity/paternity leaveLong service awardsReward & recognitionBe Proud. Be brave. Be everything that makes us different. Be Iceland.
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