Overview

We are seeking a motivated individual with an ambition to build a career in IT to join our Helpdesk team.

The successful candidate will be assisting in providing a 1st line support service to all users within our head office, working with the latest technologies as well as the established legacy systems.

Location:

Currently our head office is based in Leominster, Herefordshire. However, we’re very excited to be relocating to our brand new, high-quality offices in Hereford town centre in the next few months.

Hours: 8am – 4pm, Monday to Friday, 5 days per week based at our head office.

Main Responsibilities:

  • Providing 1st line support, ensuring that you provide excellent customer service in an efficient, on-time, and accurate manner
  • Liaising with internal users to resolve problems and queries, escalating to the 2nd or 3rd line support as appropriate
  • Liaising with 3rd parties, as and when required, to resolve problems and queries
  • Analyzing support requests and participating in the continuous improvement of Helpdesk response, processes and procedures
  • Contributing to the continuous maintenance of relevant team documentation, work instructions, FAQ’s and support guides, and creating documentation were required for effective knowledge sharing across the team
  • Working closely with internal users to identify support or change requirements, and where appropriate, recommend possible solutions for systems within your remit
  • Working with a ticket system, ensuring that the details for requests or issues are logged correctly and accurately
  • Building devices (Laptop/Desktop/Tablet) for new starters/replacement hardware for existing business users, using defined build processes and build systems provided
  • Operating Systems and Software application maintenance and upgrades
  • Setting up and supporting Company Mobile Devices (Apple/Android).

Skills & Knowledge Required:

Essential:

  • Flexible and enthusiastic self-starter with strong attention to detail and a drive to succeed
  • A basic understanding of the technology components (application and infrastructure) utilised in an e-commerce environment
  • Well presented with excellent communication skills
  • Strong customer service skills
  • Ability to prioritise workload to meet company and departmental deadlines
  • Strong analytical skills, a problem solver, able to troubleshoot and work alone as well as within a team.

Desirable:

  • Experience in the provision of 1st Line IT support services.
  • Use of a ticket logging system to support requests from the business.
  • Working knowledge of Windows Operating Systems and Windows Applications PC hardware support, Building devices (Laptop/Desktop/Tablet), Software maintenance and upgrades
  • Degree Qualification / Qualification in a related field SQL skills
  • Ability to query and troubleshoot issues via SQL when required Experience in working within an Agile environment Experience of Application and Database support Knowledge of network technologies (LAN, WAN, SAN) and related services.

About Us:

We are a UK-based off-price online retailer of fashion apparel and sportswear. We sell products in the UK and Europe and have an ambitious plan for growth of our European market. As we are purely online, we do not have retail premises but we do have a head office, a large warehouse operation in the UK and a similar operation in Poland.

We take great pride in upskilling and training our own staff, offering clear pathways to progression as well as a great programme of benefits and rewards.

MandM is one of the biggest and best employers in Herefordshire and one of the largest online retailers in the UK. As our business continues to grow we are always looking for proactive and talented individuals to join us.

Benefits:

  • Additional Annual leave
  • Company Bonus Scheme
  • Sick pay
  • Life insurance
  • Health & wellbeing cashback programme
  • Local store discounts
  • Referral programme
  • Casual/Smart dress code
  • Company pension
  • Employee discount
  • Free on-site parking.

Our Core Values:

  • Integrity
  • Accountability
  • Teamwork
  • Entrepreneurial Approach.

This job was originally posted as: https://thecareerwallet.com/stats/track/MTUyNzQ5MTYyNS18LTE0NS18LTcw

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