Helpdesk Analyst (Head Office)

Who we are:

MandM is one of the biggest employers in Herefordshire and one of Europe’s leading online,  off-price retailers. As our business continues to grow we are extremely excited to be relocating to our new Head Office, located in the heart of Hereford city centre. The brand new, state of the art office creates a modern, stylish workspace designed to encourage collaborative working, teamwork and creativity - everything that MandM  is about!

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

Our benefits:

• Free parking
• 5 weeks annual leave + option to buy an extra week
• Generous staff discount
• Health & wellbeing programme
• Referral programme
• Healthcare Cashback Scheme
• Your birthday off
• Ideal city location with local leisure, retail and hospitality discounts 
• Employer Supported Volunteering Scheme
• Company pension

The Role:

We are seeking a motivated individual with an ambition to build their 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.   

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, 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 detail 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.