Our client is an FTSE-250 business and globally recognized brand, which has successfully disrupted its industry through digital innovation and thought-leadership. Their digital eCommerce platforms generate up to £1million in orders per hour at peak, with over 10m subscribers to their mobile app and multiple awards to their name.They offer an extremely strong employer value proposition, renowned for their great company culture, work-life balance, competitive salaries, and comprehensive benefits package. They offer true personal development and long-term career opportunity with successful candidates receiving great mentorship and training along with the ability to work closely with fellow technologists on the latest technology, processes, and practices.Following a recent re-structure of their support team and several internal promotions, a unique opportunity has arisen for an IT Service Desk Analyst to join their award-winning team.As IT Service Desk Analyst, you will work remotely from home providing support to our client users base throughout the UK working a varied shift pattern following 4 days on/2 days off rotation (Including weekends and public holidays when rostered) with a requirement for an occasional nightshift.ResponsibilitiesTroubleshooting high volumes of calls whilst maintaining a good first-time resolution and fix rate (minimum 75% FCR)Manage the end-to-end fulfillment and resolutions of IT Technical faultsMonitor and maintain SLAs and KPIs defined by the Service Desk Management teamKeep abreast with emerging technologies that the business continues to deployCommunicate with a variety of key business stakeholders and customersContribute towards the expanding knowledge base; edit, review, and develop knowledge articles to improve efficiency.Ensure the closure of incident requests when a resolution has been verified to the end-userProvide support and training to Junior/Trainee Service Desk AnalystsRequirementsWillingness to work ‘mixed-shift patterns’, consisting of an Early, Late- and occasional-Night Shift (4 days on, 2 days off).Excellent communication skills; both verbal and writtenBroad technical knowledge; Windows Operating Systems, MS Office Applications (Excel, Outlook/Exchange, Word), Hardware Fix & Support, Networking, Software.Prior experience supporting Retail IT and Point of Sale systems desirable.Minimum of 12 months prior IT Service Desk/IT Support experienceAbility to learn and adapt to new emerges in technologiesOur client has recently transformed their Head Office into a hot-desking and conferencing center with all employees now classified as remote, with an expectation that they will attend the Milton Keynes head office just for collaboration, team meetings, and company events.Do not let this opportunity pass you by, please forward CV details for immediate consideration and interview. All interviews are being managed through video with the client being very responsive to applications and flexible on their schedule too interview.Salary: Very AttractiveBenefits: Annual Bonus, Annual Share Allocation, Share Save Scheme, Private Medical Insurance, 25 days holiday, 35-hour working week, product discounts & more!Term: PermanentLocation: Milton Keynes + Work From Home
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