Service Desk Analyst

The Role

The role of Service Desk Analyst sits within the UK Information Systems (UKIS) department and reports in to the Head of IT Operations. UKIS is based in Manchester providing support to Rubix UK Ireland Iceland & Group UK sites throughout the UK.

The purpose of the role is to provide support to internal customers (Staff) assisting them with hardware and software problems via telephone email or ticket.

The role is a technical role with a requirement to interact with business users to provide efficient resolution to problems and issues as well as an outstanding service.

The role will be based at Rubix UKs head office in Wythenshawe Manchester with occasional attendance of meetings both internally and with the wider business which may require travel to other locations.

The role requires a 1 in 4 week on call rota where cover will be provided outside of normal business hours for emergency related issues.

Some additional outofhours support may be required.

Key Responsibilities

• Respond to phone calls and emails establish the level of assistance required and seek to provide solutions
• Log all incidents and requests on the Service Desk Management system
• Take ownership of user issues
• Provide suitable workarounds and/or contingencies where appropriate
• Maintain active communications with the end user to ensure that they are aware of status
• Maintain a log of progress in the service management system
• If necessary progress the call to the next line of support and/or any appropriate third party for further assistance
• Proactively identify recurring incidents and initiate problem management processes and procedures to address underlying root causes of incidents
• Ensure system/server availability and assist in report production and exports
• Update records of IT asset as required
• Document known errors and system information in the Service Management tool
• Install configure repair and support computer / telephony hardware and software
• Provide support to relevant IT projects e.g. service management system improvements deployment of new computer builds / images
• Adhere to and help improve service management processes and procedures including development and agreement of service level agreements (SLAs) and supporting key performance indicators (KPIs)
• Cover emergency out of hours oncall as part of a rota

Key Skills / Qualifications

• Analytical skills applied to diagnostics and faultfinding
• Good communication skills both verbal and written
• IT support tools (see technical skills and experience below)
• Experience of working in a technical support and / or customer service environment
• Experience working to SLA and KPI measures
• Selfmotivated with strong service ethic
• ITIL Foundation (desirable)
• Experience of branchbased retail or wholesale distribution environment (desirable)

Technical Skills /Qualifications

• Desktop tools and general hardware and software knowledge
• Microsoft Windows 11
• Microsoft applications (particularly Office 365 Word Excel Powerpoint Teams Yammer)
• File and print services (highly desirable)
• Microsoft Active Directory (General support: account creation password reset security etc) (highly desirable)
• Microsoft Exchange (General support: mailbox creation permissions setting quotas etc) (highly desirable)
• Remote Desktop (General support) (highly desirable)
• Comptia A qualification (highly desirable)
• Microsoft qualifications (desirable)
• VPN (desirable)
• Intune or similar Mobile Data Management tool (desirable)
• IT Service Management tool (desirable)
• BT Cloud Phone telephony (desirable)

Rubix UK has a commitment to doing things differently for our colleagues and customers.

Today Rubix Group is the clear market leader with a presence in 23 markets and sales of 3.15bn in customers include some of the biggest names in manufacturing the SMEs that form the backbone of industry and everything inbetween.

More than a mover of boxes we use our specialist knowledge and technical expertise to deliver products and services that keep production lines moving.

Right now across Europe there are 9000 of us and counting. Weve disrupted and we have grown but were not finished yet.