Service Desk Analyst

At Southern Co-op we offer a lot more than just a job. As we are completely owned by our 200,000+ members, we put people first. Become part of the family who are proud to serve local communities and put people first.

We have an exciting opportunity to join our team as a Service Desk Analyst to join our Commercial Support team on a part time basis. You’ll be providing help and support to our colleagues in our retail and Franchise stores, Starbucks and Funeralcare (End of Life Services) and Head Office.

You’ll have a keen enthusiasm for delivering great customer service with a positive ‘can do’ attitude to support our teams across Southern Co-op.

This role is based at our head office in Portsmouth. We’re offering a part time role working 23 hours a week. This will include three shifts each week with one at the weekend. The role offers hybrid working with a minimum of 2 days in the office. The office has great amenities with free onsite parking and a shuttle bus service. 

What to expect

• Point of contact for calls and emails from colleagues regarding issues and queries ensuring compliance with agreed service levels
• Prioritising responses to ensure that issues affecting operational services are resolved with minimum impact on trading
• Logging calls into our service management system and assigning priorities in line with SLAs
• Providing 1st line support to troubleshoot a wide range of incidents affecting business operations
• The use of support tools, such as remote desktop
• Escalating unresolved calls to 2nd level, internal and external resolver groups
• Taking ownership of incidents and follow up on the status on behalf of the customer and communicate progress in a timely manner

Key Skills Required

• Able to apply first class customer service and teamwork practices at all times
• Excellent communication skills and telephone manner
• Excellent organisational and prioritising skills
• Self-motivated and proactive
• Incident Management experience desirable but not essential

Benefits 

• Salary of £13,682
• 31 days of annual leave (incl bank holidays) increasing to a maximum of 36 days after 10 years’ service (Pro Rata)
• 20% discount in stores
• Healthcare cash plan
• Share incentive plan
• NEST pension
• Cycle-to-work scheme
• Free onsite parking at our Lakeside Head Office
• Opportunities to develop your skills through apprenticeships and our own in-house training & development programmes

 

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

 

INDHQ