Technology Service Desk Analyst

Location

Hybrid: 2-3 days in our Support Centre

Why The Works?

10th Best Big Company to Work For 2024 - 'Best Companies'

We don’t just sell products. We inspire reading, learning, creativity and play.

The Works. It literally means everything. And whatever your story or background, we’re all about unlocking imagination and making creativity accessible to everyone. Whether you’re engaging with customers on the frontline or supporting our colleagues behind the scenes, your impact can be profound and far-reaching.

This is more than toys and books and art supplies. This is about inspiring people to read, learn, create and play. So, with the right passion, it all starts with you.

Become a Technology Service Desk Analyst

We're looking for a Technology Service Desk Analyst to join our team! The purpose of the role is to respond effectively to incidents and requests restoring service or fulfilling requests as quickly as possible whilst communicating with all relevant stakeholders.

Your Mission

• Incident Management - Accurately logging, categorising, prioritising and owning incidents ensuring all relevant data is captured as early as possible in the lifecycle. Completing initial diagnostics, known error checks and resolving or functionally escalating incidents to resolver groups ensuring the right resolution path is applied and SLAs are monitored continuously. Flagging any knowledge management opportunities prior to closure. Closing the loop on all associated communications and linking incidents to problem tickets where one exists.
• Problem Management - Acting as an early warning system, spotting incident trends, potential major incidents and aged incidents ensuring they are flagged to the appropriate stakeholders as early as possible.
• Request Management - Accurately logging, categorising, prioritising and owning requests ensuring all relevant data is captured as early as possible in the lifecycle. Confirming appropriate approvals, agreeing timelines with the requestor. Assigning requests to resolver groups ensuring the right resolver path is applied and SLAs are monitored continuously. Flagging any knowledge management opportunities prior to closure. Closing the loop on all associated communications.
• Knowledge Management - Creating and maintaining known errors, workarounds, knowledge articles & standard operating procedures. Seeking training and documentation opportunities across Technology Services.

Skills/Behaviours That Will Set You Apart

• A huge appetite to learn
• Strong communication skills
• Logical thinking skills with an ability to break down and troubleshoot issues
• Tech savvy and keen to get stuck in

Desirable 

• Previous technology support experience
• Previous experience studying technology related subjects

Our PERKS really are ‘The Works’

• 25% Colleague Discount! - Plus, exclusive Double Discount days!
• MyWorks - Access exclusive online discounts across hundreds of retailers, holidays, utilities deals, tech and more!
• Holiday – 33 days including bank holidays.
• Holiday Purchase - Purchase an additional 5 days
• Can-Do Academy - Grow your skills and career with instant access to further training and development in areas that interest you.
• Wagestream - Claim early access to 50% of your wages as you earn them – for when ‘life’ happens!
• Share Scheme - Unleash your inner Monopoly mogul and own a piece of The Works!
• 24/7 support for you and your family - Through our partnership with the Retail Trust who provide an Employee Assistance Programme and so much more!
• Healthcare Cash Plan – To support your everyday healthcare costs
• And loads more! – Long Service Awards, pension, life assurance, Cycle to Work and optional charity giving.

Our Purpose

To inspire reading. learning, creativity and play - making lives more fulfilled.

Our Values

We are Crafty | We are Caring | We are Can-do

We Listen. We Care

Each year, we run an anonymous colleague engagement survey. This is so important for us to hear your feedback and suggestions. We want to know what’s going great, and what needs a couple of tweaks to help make The Works the best place you’ve ever worked! You’ll have opportunity to help give us that direction.

Promoting Diversity, Inclusion, and Applying Reasonable Adjustments

At The Works, we are proud to have an inclusive culture where everyone truly feels able to be themselves. Our roles are open to all, including under-represented groups such as ethnic minorities, people with disabilities, carers & members of the LGBTQ+ community (including those who identify as lesbian, gay, bi, trans, non-binary, or use another term).

We are open to discussions around working hours and flexible working. And, where possible, we'll try to support this. If you need reasonable adjustments for an interview you might attend with us, let us know in your application and we’ll be happy to help!