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  4. IT Helpdesk Support Analyst Runcorn 2024
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We have a 6 month contract for a full time IT Helpdesk Support Analyst (1st line) to work in our fast paced IT team, based from the office at our Runcorn Distribution Centre (WA7). This is a hands-on role requiring a high level of technical expertise, working closely with application, network, and security teams in providing support to colleagues and users around the business.

Our team works a rota system that includes weekends and later starts and finish so you do need to ensure you have flexibility. Also essential is that you drive and have your own vehicle as we may need you at one of our other North West Distribution Centres or at our Support Centre in Speke, Liverpool, L24.

Duties & responsibilities are

  • Providing Technical Support to the B&M user base
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be proactive when dealing with user issues
  • Ensure all issues are logged on the call logging system and manage call to completion
  • Allocate more complex issues to the relevant IT resolver group
  • Arrange and manage external technical support when required

Specific experience required

  • The ideal candidate must have a strong knowledge of IT systems, equipment, and software, and have analytical and problem solving skills
  • Keen to learn new technologies
  • You will be experienced in providing 1st line support to a large user base across multiple sites, ideally within a retail business
  • Capable of dealing with a variety of different support issues, with varying degrees of urgency
  • Candidate must work well under pressure alongside colleagues to support the business community effectively
  • Excellent telephone manner and communication skills
  • Strong problem solving skills and a motivation to provide the best possible service to the customer throughout the support process
  • The ability to communicate on all levels whilst establishing and maintaining positive working relationships
  • Excellent attention to detail and high levels of accuracy
  • Knowledge of the Manage Engine ticketing system would be a plus

We offer a range of great benefits including discount in our stores, a colleague portal offering discount for numerous retailers, hospitality & much more! Check out our full benefits here - https://careers.bmstores.co.uk/our-bm-benefits/

If you are looking for a new challenge within an ambitious, growing business, in a fast paced, fun environment, then apply online today!

B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues