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.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.We want you to join and contribute to a team that is constantly striving to be La Référence. ARE YOU THE PERSON WE ARE LOOKING FOR? 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.Key Responsibilities: 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.
• Train and orient staff on use of hardware and software
• 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 are key requirements 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.Key Skills & Competencies:

• Network Support - LAN, WAN. Housekeeping of MS Active Directory and Office 365. 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
• Customer / Supplier Engagement - Manage Service Desk
• Vision & Values - Promote Routeco as a great place to work.

WHAT DO YOU NEED TO BRING TO ROUTECO? 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
• ERP Operational Skills desirable
• SQL Support Skills desirable
• 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
• ITIL Foundation qualification desirable
• Experience working with and configuring 8x8 cloud contact center or similar

WHAT DO YOU NEED TO BRING TO ROUTECO?

• 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 Rewards: Celebrate your milestones with special gifts and up to 5 extra holiday days in your anniversary year.
• Wellness Benefits: Access a health and wellbeing cashback scheme
• Financial Security: Benefit from life assurance coverage at 2 times your salary.
• Free Shares: you will be eligible to receive free shares after completing 3 years of service.
• Pension Plan: Join our group personal pension plan with a 5% employer contribution.
• Family-Friendly Leave: Enhanced maternity and paternity leave.
• Volunteer Time Off: Get paid time off for participating in our volunteering programs.
• Exclusive Discounts: Access the Associate Discounts Portal for savings.
• Referral Bonuses: Earn financial reward for referring talented individuals.
• Wellbeing Support and Employee Assistance: Access a 24/7 support program through Unum, and Mental Health First Aiders.
• Fitness Benefits: Enjoy gym membership discounts.
• Workplace Giving: Contribute to meaningful causes

Routeco are committed to embedding diversity and inclusion across the whole organisation, a place where we can all be ourselves. We are committed to providing equal opportunities to all current and prospective employees and will not discriminate based on a person’s race, colour, sex, gender, age, religion, national origin, disability status, sexual orientation, source of income, parental status, or any other protected status and we will strive to build a culture that values meritocracy, openness, fairness, and transparency.As part of our commitment to increase workplace diversity, we have introduced the practice of anonymising c.v.s to help remove bias by omitting personally identifiable information, such as name, gender, age and education. We aim for an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please let us know as part of your application. REF-228 385