Job description

Job description

  • Department:
  • Name of Region:
    Head Office
  • Job Type:
    Full Time
  • Number of Hours:
    37.5 hrs
  • Working Pattern:
    Mon - Fri, 8:45am - 17:15pm
  • Contract Type:
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French speaking Service Desk Analyst (13678)

Job Title: French speaking Service Desk Analyst


Job Type: Permanent


Location: Head Office

Hours: 37.5 hrs


Salary:  £Competitive + Company Benefits


The Role

Purpose and Scope of Role:

The Service Desk Analyst will be an integral part of the IT Operations and Services function, where key responsibilities include:

·       Providing a first class technical IT service to all H&B colleagues, serving as the first point of contact for customers, taking end to end ownership for incidents and ensuring colleagues have sufficient equipment to perform their roles.

·       Owning incidents through to resolution or escalating where necessary. (i.e. escalating desktop related issues to the Desktop Support team, ensuring a positive experience for H&B colleagues)

.      Working closely with fellow Service Desk team members and the Service Desk Manager to highlight key issues experienced by wider H&B colleagues and work towards developing standardised solutions


Key Accountabilities:

·       Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business

·       Logging all tickets for incidents or requests that are reported

·       Ensuring that first line incidents are resolved quickly and efficiently

·       Ensuring that second line incidents are investigated and promptly escalated where required

·       Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA

·       Providing remote support and fixes

·       Providing administrative support to ensure systems are maintained and escalating any resulting issues

·       Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles

·       Service desk analysts will write documentation and build a knowledgebase

.       Provide support to retail and corporate customers

We offer a flexible, home-based working model. We have offices in Nuneaton and London, but you will not be required to be office-based.





The Person

Person Specification:

·     Strong interpersonal and customer service skills

·     Excellent analytical/troubleshooting skills

·     Concise written and verbal communication skills

·     Self-managed with ability to work unsupervised

·     Quick to learn

·     Commercial experience working in a service management function

·     Experience of working in a regulated environment

·     Bi-lingual (French speaking)

Technical Skills:

·     Active Directory

·     E-Pos support

·     O365 – exchange

·     Intune

·     Jira

·     ServiceNow

·     Windows 10 operating system

.     Linux (Centos 8)


The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…

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