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Why Lindt? …Because here I make a difference and that’s sweet. James, Area Manager

Information Technology - Helpdesk Support Analyst

Job ID 4229

Location United Kingdom

JOB DESCRIPTION

Main purpose of job:

The primary function of this position is to provide general assistance to the team and giving first line support on the IT Service Desk which includes resolving IT and other technical related issues for users across the UK, Ireland, and the Netherlands.

The scope of the job varies between day-to-day tasks (User support, systems administration, and maintenance), and some project driven activities where required.

Key responsibilities:

2
Key Responsibilities


Provide IT support to internal users; investigate problems, determine possible solutions and provide suitable resolutions


Support and communicate with users over the phone, email, or face to face


Troubleshoot and diagnose IT problems quickly and effectively


Ensure all requests are logged and maintained in the company service desk software (ServiceNow)


Monitoring and updating the IT service desk system; prioritising and following-up calls and ensuring that users are supported in a timely and effective manner


Install, configure, and maintain desktops, smartphones, tablets, and other related equipment


Create documentation to assist users and support the IT systems


Involvement in the new starter on-boarding process by providing IT inductions and introductions to the IT systems used in the business

Provide support for project-based delivery activities

Undertake additional tasks as may be required by the Senior IT Analyst/Head of IT

Troubleshoot problems by analysing root causes and evaluating multiple options

Working relationships:

3
Working relationships

Ability to collaborate with others internally and externally in the pursuit of common objective, vision, values, and mutual goals. Must be able to demonstrate flexibility within a variety of changing situations while working with various individuals and groups.

Internal: Ability to deal with all internal users (all Lindt employees at all levels including the senior management team).
External: Ability to work with 3rd party vendors and engineers; liaising with engineers supporting the retail stores, network infrastructure and hosted systems in a remote data centre.

Role requirements:

4
Role Requirements

Experience in a previous IT support assistant role or IT service desk role

Good level of software & hardware troubleshooting

Experience and knowledge of using Microsoft Windows 10 and Office including Microsoft 365

Basic understanding of networking principles

Understanding of Apple IOS and Mobile Device Management

Experience with user management within Windows Active Directory; password management, mailbox management, permissions management, etc.

Supporting and troubleshooting desktop applications

Support for a range of networked peripherals, including printers and AV equipment

Strong, clear, and effective communication skills both written and verbal, including remotely using video. Screen share, telephone, email, and face to face

Have demonstrable interpersonal skills and work with people from all levels

Proven problem-solving skills and attention to detail

Taking ownership of faults and managing them in a logical and methodical manner

Identify and escalate repeat issues or service risks to management

Ability to work under pressure and time constraints, holding strong organisational skills and ability to handle a busy workload

Have an approachable, flexible, and professional attitude with the ability to effectively explain technical issues and provide an excellent standard or customer care

Enthusiasm and passion for IT and technology with motivation and willingness to learn and expand knowledge

Ability to work independently and within a team

Skills and Knowledge:

5
Skills & Knowledge


Perseverance – Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Process Management Good at understanding process necessary to get things done; knows how to organise people and activities; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.

Listening – Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he / she disagrees.

Dealing with Ambiguity – Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

Requirements

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