IT Service Desk Analyst

Job Location	Walsall
Education	Not Mentioned
Salary	Competitive salary
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Permanent, full-time

Job Description

About the opportunity Poundland & Dealz is one of the UKs largest discount retailers, with around 850 stores serving over seven million customers a day across the UK and Ireland. Our vision is to create amazing value everyday for our customers.Our businesss heart is 18,000 colleagues in our stores, distribution centres, and customer support centres based in Walsall and Watford. We have fun, and we work hard withpassion going that extra mile to succeed. We work at pace, and we are highly resilient- #proudland.As a Tier 1 IT Service Desk Analyst, you will play a critical role in ensuring the smooth operation of our organizations IT systems and providing exceptional customer support.Your primary responsibilities will include promptly responding to incoming calls, performing initial triage on incidents, and actively contributing to the enhancement of our customer-facing knowledgebase.This role requires communication skills, technical proficiency, and a proactive approach to problem-solving.We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible. What youll be doing... Incident Management:

Receive and respond to incoming calls, emails, and tickets from end-users regarding IT issues and service requests.

Customer Support:

Provide courteous, professional, and efficient support to end-users, ensuring high levels of customer satisfaction.

Knowledgebase Management:

Regularly review and update the customer-facing knowledgebase with relevant troubleshooting guides, FAQs, and resolutions to common issues.

Continuous Improvement:

Proactively identify recurring issues and trends, and propose solutions to prevent future

What youll need...

Experience with ticketing systems, knowledgebase tools, and remote support tools.
Proven experience in a customer support role, preferably in an IT service desk environment.
Bachelors degree in Information/IT/Computer Science
Technology, Computer Science, or related field (preferred but not desired)
Written and verbal communication skills.
Team player and but can also work independently.
You work well under pressure to respond quickly to any production issues and find meaningful workarounds until a release can be made.
You have troubleshooting, and diagnostic skills
Customer facing and service skills
Effective problem solving skills
A can do and tenacious attitude

What we can offer...

Competitive salary
Potential to earn bonus
Free on-site car park
Onsite coffee lounge
Discount Card – 10% discount on most purchases in-store
Family Friendly Benefits
Loyal Service Awards
My Staff Shop – exclusive discount portal
Apprenticeships & Career Development
Life Assurance Cover
Health & Wellbeing – employee assistance programme to support you
Holiday Allowance – increasing by one day per year (up to 33 days), along with the option to purchase additional holiday (annually)
Pension
Birthdays are important, so each year, you can take the day off as an extra day’s holiday

About us... Since our humble beginnings in 1990, Poundland has evolved into a retail powerhouse with over 900 stores and nearly 18,500 dedicated colleagues across the UK and Republic of Ireland. The addition of Dealz in 2011 further solidified our presence, enablingus to reach millions of customers with our unparalleled value offerings.At Poundland & Dealz, we dont just offer products at unbeatable prices; we cultivate an environment where every colleague can thrive and contribute to our mission of providing amazing value to millions of customers. Our commitment to excellence, inclusion,and sustainability forms the foundation of our culture, empowering our team members to be the best versions of themselves while making a meaningful impact on the communities we serve.It is our behaviours and the hard work, commitment and passion of our wonderful colleagues that make it all possible.We like to keep things simple, so we have just three behaviours that lie at the heart of everything we do, and they keep us on track.They are Love our customers, Care for our colleagues and Protect the Pounds & Euros...By living our behaviours every day, weve created a land which is fun, friendly and full of surprises — a place where our people can truly be the best version of themselves!

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