Service Desk Analyst

Vacancy Name Service Desk Analyst
Vacancy No VN303
Location Portsmouth
Employment Type Permanent
Duration
Type of Role Full-time
If Rotating Shifts, please detail Rotating shifts between 08:00 - 18:00 on a 4 weekly basis
On-Call duties 1-4
Job Advert
WiggleCRC are looking to recruit a Service Desk Analyst to join the team in our Portsmouth or our Wolverhampton office!

What will you be doing as a Service Desk Analyst?

You will support across all functions of the organisation, supporting the business to continue any activities essential for trading, using the technology deployed by WiggleCRC.

Working hours:
Working on a rota in our Portsmouth office, covering shifts from 0800 - 1800 Monday to Friday.
You will also act as the primary contact for critical incidents outside of core hours on a rota basis, to cover 24/7/365. This will include and attractive on call day rate.

Key Responsibilities:
Act as the single routine contact point, receiving and handling requests for support to the Wiggle business.
Responds to a broad range of service requests for support by providing information to fulfil or enable resolution.
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
Management of major incidents, liaising with 3rd parties, and internal resolver groups. issuing communications regarding updates to key stakeholders
Following agreed procedures, identifies, registers, and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Monitors service delivery performance metrics and liaises with managers and customers to ensure that Service Level Agreements are not breached without stakeholders being given the opportunity of planning for a deterioration in service
Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.
Engages with IT Delivery and Technology streams to confirm that changed or new services meet the service acceptance criteria and the required standard. Feeds into the change management processes.
Assist in identifying and implementing Service Improvements Supporting users at offices in various geographical locations. Travel may occasionally be required

Experience:
Experience of working in an IT environment
Experienced in coordinating efforts to resolve issues with multiple stakeholders
Demonstrable experience of communication at all levels
ITIL Foundation or knowledge and understanding of ITIL framework.
Qualifications within IT or computing such as Comp TIA, Microsoft Fundamentals or equivalent
Some knowledge of Powershell an advantage
Experience of recording and tracking information in some form of ITSM Toolset

We are passionate about everything we do and driven by our winning teams who value the unique strengths we each bring. This is your opportunity to join a team who are not afraid to pursue ambitious goals and will support you to achieve your personal best. Whether you're a beginner or an expert, a sports enthusiast, or an excel expert, a people manager or an analyst, we have a place for you! There's a place for everyone in our team!

You won't just be joining the WiggleCRC family, we're part of something bigger. We are now proud members of the Signa Sports United family!

What's in it for you - The benefits
If working alongside some for the most creative and innovative people isn't enough, we also offer you:
Excellent career progression opportunities
25 days annual leave
5% pension contribution
Staff discount
Flexible working hours
Healthcare plan
Company Bonus
Company sporting events, smart casual dress code and a brilliant company culture.
Being diverse and inclusive are key to our company values. You can find out more about the actions we're taking to support diversity on the Wiggle and Chain Reactions careers page on our websites