IT Partner Service Desk 1st Line Support

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IT Partner Service Desk 1st Line

Reports to: IT Service Desk Manager

Hours: Permanent / full time

Location: Scunthorpe

Salary: £18,540 pa + benefits

Nisa is an award-winning group which helps independent retailers flourish in the retail market by distributing quality and competitive food at scale. Our ethos is to support communities around the UK, by helping independent retailers make a true difference to their local area.

We are looking for an IT Partner Service Desk 1st Line to support Nisa Partners use their till systems and general IT support.

The Role

The role is responsible for providing fast and effective IT support to the Nisa partners ensuring all calls, emails and self-service portal tickets are logged, prioritised and resolved in the set service level agreement. This is a great opportunity to join a growing business, Nisa are looking for an enthusiastic, trustworthy individual looking to progress their knowledge and make a difference within our organisation. The chosen candidate will have knowledge of Microsoft operating systems and have hardware experience as well as processing excellent customer service skills and telephone manner.

Specific Areas of Work

* Field incoming calls from end users

* Perform some troubleshooting to identify cause of issues

* Follow standard-operating-procedures to apply fixes where possible

* Seek guidance or escalate issues to other members of the IT team when problems cannot be resolved

* Fully document all details of the issue using the Service Desk system

* Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders

* Identify and learn appropriate software applications used and supported by the organization

* Balance workload between new calls received, existing workload and escalated calls

* Support the internal IT Service Desk as required

* Required to work 7am to 7pm on a rota basis

* On call work between 7pm and 11pm on a rota basis

Job Skills and Competencies

* Ability to communicate verbally and written in a clear and effective way.

* Ability to communicate appropriately at all levels of the business.

* Strong understanding of IT

* Accurate with attention to detail

* Stress resistant, flexible, pro active

* Honest and empathetic towards customers and staff

* Ability work independently and in a team

* Ability to multi-task

The Benefits

* Excellent training opportunities including ITIL Foundation etc

* Health insurance

* Bonus

* Pension

* Bike to work Scheme

* Subsidized Gym membership

* Staff shop

* Overtime available

This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business.

In order to apply for this role, please click 'Apply' to continue your application. Please ensure you include details of your current remuneration package.