Have you got a passion for toys and making a difference in a business that is going places? Ever wanted to have a secret meeting in the Batcave or immerse yourself in Jurassic World? Join us at The Entertainer Head Office and you can do exactly that in our bright character-based meeting rooms Job Purpose Working in our busy IT function, you will work within the Service Desk team to ensure a timely, high-quality delivery of support services to the office, store and warehouse teams. You will be responsible for monitoring SLAs for support services both internally and with external support partners working towards driving continuous service improvement and efficiencies within the IT service environment. You will be used to providing high quality customer service across a range of technology and services. Your background in technical support will enable you to assist IT staff and end-users to troubleshoot problems and provide satisfactory resolutions to issues raised. You will need a sound understanding of a retail IT landscape and retail business processes. You will also have a good working knowledge of ITIL and will be responsible for embedding these principles within the wider service team. Skills & Experience 1. Excellent customer service skills and experience of working in a service orientated environment. 2. Specific computer systems knowledge relating to Microsoft operating systems (Windows desktop/laptop and server systems). 3. Microsoft business packages (expected area of expertise to include installation/configuration and use of packages to intermediate level). 4. Knowledge of a how a service desk tool works (we currently use a tool called Hornbill). 5. Knowledge on onsite Active Directory/Windows 7 and 10/Windows Server Management/Office 365/Teams. Responsibilities Using the Service Desk tool, you will be responsible for all incident trend analysis leading to problem management and continuous service improvement where applicable. · Provide technical assistance and training to all internal computer system users. Support calls are accurately logged and given the appropriate priority. · Develop support documentation and procedures. · Oversee the daily performance of our computer systems and servers. · Configure, build and test hardware (servers, workstations, till and EPOS equipment) for use across the enterprise as required. · Maintain record of problems and remedial action taken, and installation activities. As an employee at The Entertainer, your amazing benefits will include: - Birthday Leave plus 33 days of holiday (including Bank Holidays) - Annual Bonus scheme - Retail Trust & Virtual GP - Pension salary sacrifice - Generous toy discount - Enhanced maternity and paternity pay - High Street and leisure discounts - Cycle to work scheme. - Life Cover So, if you've got a passion for toys and making a difference in a business that is going places, apply now