Overview

Position Title: IT Service Desk Analyst

Company: Lidl GB

Location: Lutterworth, UK

Job Description:

Our UK Warehouse IT Service Desk provides our national business with technical and functional support and incident management across core infrastructure components, business systems and user equipment, including bespoke applications and systems.

Responsibilities:

  • Receiving and logging calls on behalf of users
  • Routing calls to appropriate teams
  • Providing technical assistance to users
  • Administering and monitoring IT systems
  • Pro-actively keeping customers updated
  • Providing onsite and remote Desk Support
  • Maintaining Service Level targets
  • Installation of software and hardware
  • Managing incidents, requests and problems
  • Assisting with End User training
  • Setting up accounts and completing the administration associated with this

Requirements:

  • Previous Service Desk experience within an ITIL environment
  • A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
  • Excellent verbal and written communication skills, along with good planning and organisational skills
  • Self-initiative and the drive to provide great customer service
  • A basic understanding of IT systems (servers, networks and printing devices)
  • A committed can-do attitude
  • Previous experience of providing first-line support
  • Able to work to tight deadlines in line with a Service Level Agreement environment
  • Strong analytical skills and the ability to work effectively on your own and in a team environment
  • Availability to travel nationwide for 40% working time
  • Experience of using appropriate IT technology, methods, principles and equipment such as: Win8/Win10, Laptop / desktop support, Basic Networking knowledge, Active Directory, Incident management systems
  • Experience of using the following IT technology would be desirable: SCCM/MECM’, MAC, Cisco Phone Systems or other similar system, MS SharePoint, Office 365, ServiceNow
  • Driving Licence is essential

About Lidl GB

Since opening our first Lidl GB store in 1994, we’ve been dedicated to delivering the highest quality products to millions of customers, all over Great Britain.