* Being part of a distributed Service Desk team, resolving reported incidents and fulfilling service requests on behalf of users based at multiple sites across the UK.
* Triaging, supporting and troubleshooting a variety of IT services and systems including typical IT windows-based software as well as line-of-business applications across Warehouse Management, Transport Management and Back Office.
* Supporting and deploying a range of IT hardware assets including PCs, Laptops, Mobile Devices, Warehouse Devices, Printers and all associated peripherals.
* Supporting business changes such as new site openings, closures and office moves.
* Effectively communicating with users of all levels of seniority and IT proficiency by telephone, email and through our ITSM tool.
* Ensuring that all tickets are logged, triaged, prioritised based on impact and dealt with in line with agreed SLAs.
* Applying a customer-focused approach; taking ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve.
* Taking part in skills sharing and having a willingness to learn new systems and processes to ensure you can always support the business to the best of your ability.
* Helping to identify trends and working with Technology leadership team to eliminate preventable calls to the Service Desk, dealing with root causes, as well as increasing customer satisfaction.
* Monitoring systems and networks using group monitoring tools and raising tickets, escalating issues appropriately.
* Collaborating with and supporting other Technology functions to ensure new systems, updates and project deployments are effectively transitioned into the Service Desk for future support.
* Participate in the Technology on-call rota, providing support to the business functions out of hours where required.
* Occasional travel to other Gregory Group locations across the UK as necessary for incident resolution, investigation or to support project deliveries.
Do you have experience of 1st/2nd Line IT Support? Are you passionate about providing great customer service? If 'YES' then we want to hear from you!, Minimum of 4 years' experience in a similar role
* Exemplary customer service manner, attitude, and approach.
* Demonstrable technical capability and confidence supporting multiple relevant services/systems including: MS Windows operating systems, MS Office applications, Active Directory Users/Groups, Entra ID and Intune, Office365, Mobile Device Management - as well as IT hardware assets.
* Ability to quickly interpret users, understand their issues, see the bigger picture and understand he business impact.
* Excellent time management and prioritising skills as well as an ability to work as part of a team.
* Due to the occasional travel required with this role, you will need to have a full UK driving licence.
Salary between £26,000 and £31,000pa depending on experience - including on-call allowance.
* Hours of work are 37.5 hours per week Monday-Friday with rotating early and late shifts covering a working day between 7:30am and 6:00pm
* Excellent holiday allowance and company benefits.
* Life assurance, pension and sickness scheme