Information Technology Help Desk Analyst
You’ll work as part of the IT Support function, alongside a team of helpdesk Analysts delivering reliable, robust, and high-standard support to the business. You will be focused on supporting a wide suite of bespoke and off-the-shelf applications, sites, suppliers, and users.
The business is currently undertaking several exciting projects, including the transformation of technologies, mostly in areas you will be supporting, including Windows, EPOS, and a selection of I-Series/AS400 systems along with physical equipment.
As an IT Helpdesk Analyst, you’ll play a pivotal role in the transition and successful delivery of these changes, making it an exciting time to join Waterstones.
Hours
The role will have a 4-week shift rotation to cover the operational hours of the warehouse, the shift pattern is as follows:
1. Week 1 – 6am – 2pm
2. Week 2 – 8am – 4pm
3. Week 3 – 10am – 6pm
4. Week 4 – 2pm – 10pm
There will also be two Sunday shifts each month (8am – 4pm & 2pm – 10pm). When you work a Sunday, you will have the following Friday off, so you will have a long weekend (Friday, Saturday & Sunday off).
What you will be doing
* Raising, investigating, and escalating support incidents via ticket through to root cause.
* First point of contact for all IT support functions at the warehouse (and wider business), end users, and equipment – Telephone/Tickets/Teams/In Person.
* Carry out daily process and maintenance tasks to an agreed time schedule.
* Account unlocks and creations, along with new starter onboarding.
* Adhere to Helpdesk processes and procedures, ensuring compliance with company policies on PCI and GDPR (Training provided).
* Document applications and processes thoroughly and maintain format and versions via Confluence.
* Support existing applications and investigate user queries.
* Contribute ideas toward improving how we organize and plan the team workload.
* Maintain a satisfactory working environment with regard to health and safety and IT security.
* Following agreed procedures, maintain and report up-to-date and accurate inventory information on IT assets.
* Monitor the status of outstanding incidents and invoke appropriate escalation activity as required.
What we need from you
* Previous experience working in an IT Helpdesk Support environment.
* A strong interest in IT and a desire to further a career within the field.
Person Profile
* Comfortable working alongside end users, 3rd Party suppliers, and on-site users directly.
* Excellent analytical and problem-solving capabilities.
* Excellent written and verbal communication skills.
* Strong planning, organization, and time management skills.
Why work for Waterstones
At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, or helping out in our lovely Café W’s. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop.
In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team, and benefit from our excellent discount in shops and waterstones.com.
If you have the relevant essential experience and you are interested, we would love to hear from you.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
* Retail
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