Service Desk Analyst

Routeco is looking towards a bright future as a growing part of Sonepar, an independent family-owned company with global market leadership (46,000 people, an annual turnover of 32.4 billion euros) in B-to-B distribution of electrical products, solutions and related services.

You’ll be joining a growing organisation in the UK of over 250 associates at one of the UK's leading distributors of industrial automation and control products.

We encourage development and progression both within individuals and in the business by constantly moving forward and are open to acquisitions that help to strengthen our skills and offerings to also provide the best for our customers and our associates.

If you are looking for a company that has a long-term vision and cares about its people and the planet, then look no further.

We want you to join and contribute to a team that is constantly striving to be La Référence.

The role of Service Desk Analyst is to provide first level IT support to all Routeco staff across all sites and locations.

The primary task is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes, in line with Service Desk objectives and procedures.

The position also demands some work outside of the support scope including daily operational duties, supporting Infrastructure and Cyber security related projects, user training and coaching, PC & Laptop provisioning and other ad-hoc tasks allocated under the guidance of the Helpdesk and Infrastructure Manager.

Working as part of the IT team, the Service Desk Analyst:

• Provides internal customers at all sites with day-to-day front-line support and maintenance for hardware, software, telephony (fixed and mobile) and data connections.
• Record and progress all work via the Routeco Service Desk application.
• Document and maintain all helpdesk procedures.
• Train and orient staff on use of hardware and software
• Maintain an accurate database of all hardware and software ownership and user upgrade schedules.
• Identify repeat calls and if possible, remedy at source.
• Manage small projects when required as set by the Helpdesk and Infrastructure Manager.

Success in this role relies on a logical approach and an eagerness to excel in IT. Excellent problem-solving skills and the ability to work well in pressurised situations is a key requirement as well as the ability to spot flaws in processes and actively suggest potential improvements. This role is ‘the face of IT’ with daily contact with users at all levels, so excellent communication skills are a must as is the ability to identify customer needs and promote IT and the services available.

• Network Support - LAN, WAN. Housekeeping of MS Active Directory and Office 365,. Mobile, email solutions and VPN connections. Support with access to the wireless LAN facility
• Hardware Support – Configure equipment for new starters, assist with maintenance of network servers, Firewalls, Anti-SPAM solutions, telephone system hardware and any other hardware resources as necessary
• Software Support – Installing updates, manage operating system update tools, provide software support to new members
• Vision & Values - Promote Routeco as a great place to work.

Knowledge:

• Windows Desktop operating systems (11)
• Microsoft Office applications (M365)
• Working Knowledge of Active Directory Admin
• Working Knowledge Office 365 Apps
• Working Knowledge of LAN, WAN and VPN Technologies
• PC & Laptop Diagnosis, Intune Imaging and Deployment
• Understanding of Virtual technologies
• Telephony experience cloud contact centers configuration
• Experience working with and configuring Microsoft Intune.
• GCSE’s grade B or above English and Maths

Experience:

• 3 years experience in an IT Support Role
• Experience working with and configuring 8x8 cloud contact center or similar

• Hours: 37,5 hours per week
• Generous Time Off: Start with 25 days of annual leave, increasing with length of service up to 30 days with the option to flex up/down 5 days.
• Long Service…