Service Desk Analysts - Part time weekend

The ASDA ISD Service Desk supports IT equipment in all ASDA stores, warehouses and depots across the chain. The role of a Service Desk Analyst primarily involves first and second line troubleshooting and communication with relevant teams to resolve issues. It is a diverse and challenging role, which demands excellent customer service skills, and involves influencing others, escalating to teams in ASDA, Wal-Mart and Vendors.

Role responsibilities:

• Take ownership of newly raised issues and begin problem determination
• Identify root causes of issues and formulate an appropriate fix
• Ensure all work performed to resolve an issue complies with Asda / Wal-Mart standards and policies.
• Update team documentation with fixes for previously unseen issues
• Manage communications to customers, ensuring they are kept informed of progress
• Identify high impacting issues and escalate as appropriate
• Involve the Service Manager / Senior Service Manager in any issues that require a more in-depth knowledge

Role requirements (Essential Skills):

• Appreciation of enterprise IT environments
• Knowledge of the ITIL service management framework
• Excellent customer service skills
• Excellent communication skills
• Ability to deliver to tight deadlines
• Ability to work well under pressure
• Capable of managing own workload with minimal supervision
• Logical and methodical approach to problem solving
• Enthusiasm for taking current skills to the next level.