Service desk analyst

The role of Service Desk Analyst sits within the UK Information Systems (UKIS) department and reports in to the Head of IT Operations. UKIS is based in Manchester, providing support to Rubix UK, Ireland, Iceland & Group UK sites throughout the UK.
The purpose of the role is to provide support to internal customers (Staff), assisting them with hardware and software problems via telephone, email or ticket.
The role is a technical role with a requirement to interact with business users to provide efficient resolution to problems and issues as well as an outstanding service.
The role will be based at Rubix UKs head office in Wythenshawe, Manchester, with occasional attendance of meetings both internally and with the wider business which may require travel to other locations.
The role requires a 1 in 4 week on call rota where cover will be provided outside of normal business hours for emergency related issues.
Some additional out-of-hours support may be required.
Principal Accountabilities and Responsibilities
Respond to phone calls and emails establish the level of assistance required and seek to provide solutions
Log all incidents and requests on the Service Desk Management system
Take ownership of user issues
Provide suitable workarounds and/or contingencies where appropriate
Maintain active communications with the end user to ensure that they are aware of status