Service desk analyst 6 month ftc

WHO WE ARE QUINTESSENTIALLY BRITISH; DISTINCTLY GLOBAL. At Ted Baker, we know what it means to be a truly forward-thinking designer brand. From the iconic props in our shops, to the delightful details and thoughtful touches which set us apart from the crowd. These are the qualities we see brought to life in our People. We look for courageous thought leaders who constantly strive for excellence. Driven by their curiosity and boundless creativity; who know that refinement and a good witticism aren’t mutually exclusive. Our People are subject matter experts, ready to pave the way for their team to achieve new levels of success – and just as importantly, joy. THE ROLE As part of the Service Delivery group, you will be working as part of a team of IT professionals providing IT support to local and global business users. You may report to the Service Delivery Manager, or IT Manager. You and your team are responsible for IT support to the business, ensuring all calls are quality checked, progressed and resolved. This is very much a hands-on role; you will work both in teams and on your own initiative. You should be confident with working towards SLA’s and prioritising tickets. With experience in a similar role similar sized business, you will be a self-starter, confident with a proactive attitude and be adept in working in a fast-paced environment. Knowledge of ITIL processes is desirable, but not essential. You will be supporting a range of technologies from standard Office and Windows support to Apple, networking, wireless, systems monitoring and beyond. MAIN RESPONSIBILITIES Supporting the Ted’s business to ensure IT calls are logged, progressed and resolved Owning tickets from logging to resolution, seeking advice and expanding your own knowledge when necessary to resolve issues Chasing suppliers, colleagues, our customers and updating tickets. Taking calls, remote support via LogMeIn, dealing with non-technical customers and executives Ensuring tickets are not breaching SLA’s and proactively managing open issues. Taking responsibility for the 1st line desk to ensure smooth running. Rota based out of hours and weekend on call duties (roughly 1 in 4) TOOLS OF THE TRADE No job too big or small attitude, willing to take on varying tasks whether under desk cabling or installing new equipment. Microsoft desktop support certification desirable, but not essential Desirable to have ITIL v3 foundation knowledge or working towards. Experience with desktop support issues inc Apple Mac, iOS, Windows 7+, Office 365… Experience supporting and troubleshooting network/wifi, office moves, deployments builds/images etc beneficial Some exposure to Microsoft Dynamics ERP beneficial Mobile device setups, iPad, iPhone, laptops Exposure to Jamf MDM, SCCM, InTune etc beneficial Used to working to documented process and procedure for builds, new user creation and so on, not afraid to build own documentation including “public” knowledge base articles Some knowledge of IT security beneficial OUR VALUES AUTHENTIC We have the freedom to be our ‘best self’, being true to ourselves and others KIND We try to do the right thing: for each other, our communities, our planet and for Ted CURIOUS We are hungry to explore, innovate and think differently COURAGEOUS We have the confidence to be brave, have fun and discover the unexpected INCLUSIVE We embrace and respect individuality and celebrate difference diversity BENEFITS At Ted we offer a range of benefits to keep you well including our healthcare scheme, access to Aviva’s wellbeing app to track your fitness goals and assistance from the Retail Trust when you need a little help with life’s ups and downs. If you want to cycle to work, you can join our tax-free cycle scheme or if getting the train is more your thing then we’ll help with an interest free loan for an annual ticket. We want you to share in Ted’s success so we’ll invite you to join our corporate bonus scheme. For your longer-term financial wellbeing we’ll pay into a pension scheme for you with Aviva. Also, we have a range of apprenticeship programs that offer a dynamic learning experience with an opportunity to develop professional skills that will pave the way for a successful career in your area of work. And finally, we want you to enjoy wearing Ted! We have a fantastic team discount scheme offering you a generous employee discount, a friends and family discount scheme and the opportunity to shop in our fantastic onsite pop-up sample shop. Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer