IT Service Desk Analyst

We are looking for an IT Service Desk Analyst with excellent customer service, communication skills and an understanding of technology.

As a member of the IT Service Desk team, you will provide 1st line technical support to our Wholesale employees within the UK. You will work in a proactive and co-operative manner to maintain the responsiveness, effectiveness, and quality of the IT Service Desk.

About Bestway

Bestway Group is a diversified multinational family owned business with annualised turnover in excess of £4.5 billion.  Starting off as a chain of retail convenience stores, the Group has grown to become a diversified multinational business with interests across the wholesale, pharmacy, real estate, cement and banking sectors.  The Group is also the largest overseas investor in Pakistan. 

Owned by the Pervez, Choudrey and Sheikh families, Bestway Group was founded in 1976 by Sir Anwar Pervez OBE H Pk, who remains Chairman.  Serving over 12 million customers and employing over 28,000 individuals, the Group supports and serves communities through its operations across the UK, Pakistan and the Middle East

Your main responsibilities

• Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool
• Take ownership of Incidents and service requests throughout their lifecycle, keeping users appropriately updated
• Accurately diagnose, respond, and resolve Incidents and service requests in a timely fashion to achieve Service Level Agreements (SLAs)
• Build and configure IT hardware such as laptops, desktops, and mobile devices.
• Aim to provide a first-time fix where possible
• Escalate issues as required in line with the escalation process
• Collaborate with other areas of the technology team with a focus on Continuous Service Improvement (CSI)
• Provide basic IT user training

The Ideal Candidate

• Previous experience working in a 1st or 2nd line support role is essential
• Highly self-motivated with good communication and people skills
• Strong organisational and customer service skills
• Experience of using an ITSM tool and working with SLA and KPI measures
• The ability to meet tight deadlines and work effectively in a fast-paced environment
• Excellent knowledge of the use and support of MS Office applications, Microsoft 365 Admin, Azure AD, Windows 7 & 10 upwards
• Knowledge of Android, Apple, and Windows devices.
• Knowledge of PC/Laptop builds and software installations
• Desirable:
  • experience in retail and/or multi-site locations
  • ITIL foundation qualification

Benefits:

• Competitive salary
• Pension
• 22 days annual leave plus the option to buy additional days
• Life Assurance
• Private Medical
• Onsite parking

We understand that no applicant ever ticks every box so please do consider applying should some or most of the above apply.  Bestway Group is an equal opportunity employer and we value diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities, and perspectives. We want strong, and diverse teams built from talented individuals with different backgrounds identities and experiences.

If this is of interest to you and you would like to learn more, please do get in touch, we are looking forward to hearing from you.