An exciting new Service Desk Analystopportunity at DX!
About Us
We think we are more than just a delivery company. We know each item tells a story and we know that for someone, somewhere, it’ll make their day, or not - if we fail!
We are a leading independent parcel, mail and logistics services company operating throughout the UK and Ireland delivering the important things in life. DX Freight provides next-day or scheduled delivery services for parcels and freight, as well as comprehensive logistics solutions, including warehouse management and the operation of customer-liveried vehicles. Our brand is what we do every day and our values set the tone for how we want our colleagues to go about their business of delivering the Delivered Exactly promise.
Who are we looking for?
Are you someone who thrives whilst working as part of a team? Do you care about delivering a quality IT experience to both colleagues and customers? If you are hardworking; care about detail; are timely; focused and after your next challenge, then this could be the role for you!
Our IT Service Desk is searching for our next talented Service Desk Analyst (1st level support) to join our energetic, driven and fast-paced team.
Reporting to the IT Service Desk Manager, you will be based at our Liverpool office full time covering 3 shift patterns from Monday to Friday.
You will be confident in your IT analytical skills, combined with experience of successful troubleshooting. You will be eager to take ownership, be accountable and use your skills to drive fast resolution.
Excellent inter-personal skills are at the core of our team in promoting clear, effective and enthusiastic collaboration with fellow colleagues and teams. We encourage an innovative approach as we drive continuous service improvements and achievements in everything that we do.
Main Responsibilities
Your primary focus will be to deliver a quality service experience over phone, email and IT self-help portal for all our colleagues across the business and, most importantly, for our customers. You will be responsible for the creation, investigation and resolution of incidents and requests using an ITSM tool. You will be installing, diagnosing, repairing and maintaining hardware, software and equipment (including but not limited to PC, terminals, laptops, printers and scanners) to deliver the best service possible.
Service Desk and Remote Support Tasks
Your role will include:
*Primarily answering calls and emails from customers and colleagues – we process over 5000 pieces of work each month!
*Create, investigate, progress and resolve incidents and requests
*Understanding the importance of giving the best experience to customers and colleagues
*Being organised and keeping good records using an ITSM tool
*Categorise & prioritise pieces of work
*Follow already established processes to comply with both company and accreditation standards
*Escalate support calls in accordance with IT procedures
*Occasional site visits
*Communicate, share problems and resolutions, and work with the other IT colleagues to effectively deliver IT services
*Contributes to, and ensures the effective use of, Knowledge Management
*Remote support for all DX Group remote sites, colleagues and customers
Hardware, Server and Networks
*VPN and security access
*Troubleshooting network and hardware issues
*Supporting the internal phone systems
*Meeting Asset Management compliance
*Printer and photocopier support (MFD’s)
*Handheld and scanner support – connections and hardware
*Hardware configuration and deployment
Knowledge, Skills and Experience
*Previous 1-2 years’ experience in a similar IT role in a service orientated environment (understanding of ITIL desirable, but not mandatory)
*Working with SLA’s, OLA’s or XLA’s - or simply having an understanding and appreciation
*Active Directory and Group Policy
*Citrix environment
*MS Office (including O365)
*MS Exchange Outlook and mailbox management
*Hardware build and configuration – laptops, desktops and thin clients