Service Desk Advisor

Location: Berkshire, England Salary: £20000 - £26000 per annum + Benefits
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Gautam Raval

Service Desk Advisor


Service Desk Advisor fluent in one or more languages (French, Dutch, German, Spanish) ideally German needed for a global retail company based in Berkshire.

As a Service Desk Advisor, you will have proven ability of working in a Service Desk role within a multi-supplier, multi-location retail environment along with an understanding of computer hardware, EPOS / POS, operating systems functions and components.

As a Service Desk Advisor you will be providing 1st line IT Support services to retail staff within the UK and EU so being fluent in one or more language (French, Dutch, German, Spanish) ideally German would be beneficial.

As a Service Desk Advisor you will also provide ITIL based incident, request and problem management including, but not limited to incident / request / problem ownership, monitoring and tracking along with excellent communication with the customers to advise of the progress of tickets,

The successful Service Desk Advisor will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

  • Salary: £24,000 - £26,000 per annum
  • 22 day's holidays
  • Pension Plan
  • Career Progression
  • Discount on products
  • Health Care Plan

As a Service Desk Advisor your role entails:

  • Answer telephone calls, email, and face to face requests within agreed SLA's as part of the overall Service Desk team
  • Log all tickets (incidents and requests) working to the agreed incident management process, problem management, change management and service reporting processes
  • Ensure all end user and store computing devices and related peripherals are provided in a timely and efficient manner suitably configured, secured and maintained
  • Interact and co-ordinate with vendors, suppliers, distributors and 3rd party consultants
  • Providing efficient and reliable 1st/2nd line support for both local and remote support across retail stores both UK / Europe as well as working with 3rd Party suppliers, ensuring agreed service levels are adhered to and any issues are escalated to direct line manager
  • Deliver high-quality communications with Customers during service interruptions to their or company systems including notification of any planned outage

What you need to be the successful Service Desk Advisor:

In order to be the successful Service Desk Advisor and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • Willingness to work on shift patterns that will include weekends and public holidays, no more than 40 hours per week (normal operations)
  • Proven ability to work in Service Desk in a multi-supplier, multi-location/country retail environment
  • Demonstrated understanding of computer hardware, operating systems functions and components
  • Familiar with retail EPOS / POS systems
  • Familiar with multiple makes/models of desktops and laptops - troubleshooting and reassembling
  • Good understanding of networking basics/TCP/IP
  • Evidence of diagnostic and deductive reasoning
  • Troubleshooting software issues related to Windows 7/8.1/10, Microsoft Office, Outlook and other desktop applications
  • Troubleshooting of Microsoft patches, software deployments, group policies and Antivirus
  • Demonstrated understanding of computer hardware, operating systems functions and components
  • Experience of working with ITIL approaches and practices including incident, problem & change management
  • A positive, pro-active approach to maintaining and improving service levels
  • Ability to work under pressure and to tight deadlines.
  • Evidence of applying critical thinking to approaching tasks
  • Excellent attention to detail
  • Proactive and self-motivated. Drive to continuously learn new skills
  • Excellent verbal and written communication skills

This really is a fantastic opportunity for a Service Desk Advisor to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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