IT Service Desk / Support Analyst Cullompton Do you have experience of 1 st /2 nd Line IT Support? Are you passionate about providing great customer service? If "YES" then we want to hear from you The position involves: 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. Essential Skills required: 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. Why Gregory Distribution? 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 Leading industry qualifications Mobile phone discounts Referral Scheme. Strong culture of team work. So if you have the drive to be the best and want to be a part of a flourishing and ambitious company, apply now for this vacancy. Please submit your application as soon as possible; due to the high volumes of applications we receive, and we reserve the right to close any adverts before the closing date once we have received sufficient applications. The Gregory Group require all applicants to be eligible to work in the UK with no restrictions, as we are unable to offer sponsorship/work visas. You will be required to provide proof of Right to Work at interview stage. Interested applicants for the Transport Operator position should click the apply button below. For any queries in relation to the vacancy please contact our Recruitment Team on. Please take into account that our Recruitment Team work Monday to Friday 08:30hrs - 17:00hrs, so we will get back to you as soon as we can. External Website Applications: You will be redirected to the Gregory distribution Website where you can apply for this vacancy. You will be asked to complete a short application form and will receive email confirmation when it has been submitted. Note to recruitment agencies: We prefer to recruit direct, but we do have a Preferred Supplier List for when we need a helping hand. We'll be in touch if we need you. Subject to terms and conditions