IT Service Desk Analyst

We deliver your parcels in the UK and to 160 Countries Worldwide.

Position: IT Service Desk Analyst - 7923
Contract Type: Permanent (Full-Time)
Location: Ryton, Coventry
Salary: Grade 1, up to £26,000 depending on experience plus company benefits

Why choose DHL Parcel?

As well as competitive pay rates, once you have completed your probation you will be entitled to an award-winning range of benefits to improve your wellbeing both at work and at home, including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more:

• Physical Health – A free confidential 24/7 GP Service, Gym discounts, Cycle to work scheme
• Financial Health – Enhanced Pension scheme, affordable loans, free mortgage advice and hundreds of retail/lifestyle discounts
• Emotional Health – A free mental health app, 24/7 employee support service for you and your family with access to free counselling
• Social Health – Volunteering, mentoring and fund-raising opportunities

About the role.

Due to business growth and expansion, we have an opening for an experienced IT Service Desk Analyst to join our service desk team based at our Ryton head office. As an IT Service Desk Analyst, you will be a first point of contact for internal and external customers for all IT related incidents, acting as a liaison between customers and other IT teams whilst maintaining the highest levels of customer service.

The Service desk is a fast-paced environment and there may be situation where you are required to work under pressure, it would be beneficial for the role holder to have worked in a similar environment previously. Within the service desk function, each team member is responsible for driving performance improvements and efficiency against agreed Service Level Agreements (SLA’s) and in line with the company processes and procedures.

Key accountabilities and responsibilities will include the following:

• To capture and log of incidents raised with the Service Desk via phone, Service Management Tool, Email, or face to face.
• To ensure that all calls are logged and updated on the call logging system in line with the Service Desk processes and procedures.
• To assess, triage, research, assist and where possible (in line with Service Desk procedures) resolve reported incidents.
• Provide end to end ownership of incidents ensuring that all necessary steps are taken and that users are kept up to date on progress at regular intervals, through to resolution to the end user’s satisfaction.
• Ensure that all incident descriptions and updates are captured in a clear, concise, legible and cohesive manner.
• Follow defined incident processes to ensure that incidents are assigned to the correct IT team for resolution.
• To handle all incidents with a consummately professional attitude, in line with Service Desk processes and procedures.
• Comply with Service Management principles as defined by the Head of IT Service Management

What are the requirements?

• ITIL Foundation qualified as a minimum, ideally version 3.
• MCP certification would be beneficial but not required.
• Demonstratable experience and knowledge within a technical role.
• Proven experience in managing high priority IT business related issues.
• Solution focused mind-set.
• Previous experience gained within a Service Desk environment as Service Desk Analyst or other IT supporting positions.

What about career development?

We take every employee’s career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone’s voice is heard, so you can shape your future career path at DHL Parcel.

What will you need to do next?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV or covering letter.

We look forward to hearing from you, and hopefully welcoming you into our team.

Our approach to Diversity and Inclusion

As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day.

We’re committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK.