Service Desk Analyst - 1 year Fixed Term Contract

WSH is the parent company for leading brands operating in the catering and hospitality sectors. Our brands operate in diverse sectors, including:

• Public spaces – such as the Science Museum, St Pancras Champagne bar and Dublin Zoo
• Workspaces – from power stations to investment banks
• Education – primary schools, secondary schools, colleges and universities

A central support office provides financial, HR, IT, Supply Chain and other administrative services to the group companies each of whom retains its own personality and who operate across a number of catering and hospitality markets.

Recent acquisitions provide the group with new opportunities and include prestigious locations such as Musee Du Louvre in Paris and partnerships with established chefs such as Claus Meyers in Denmark.

As a Service Desk Analyst, you will be responsible for providing first & second line support to our diverse user community, both within a Head Office environment in face-to-face interactions & providing remote support to our approximately 30,000 users across multiple locations both in the UK & Europe. Your primary role will be dealing with user queries & problems relating to the various technologies used across our Head Office site & our brands, fixing issues based on your own knowledge, our internal knowledge base or using other resources provided. You will be preparing & configuring end-user devices (Phones, Laptops, Desktops & Tablets), installing software, troubleshooting various applications & dealing with a wide variety of questions from our user base. You may be called upon to investigate more complex issues, researching solutions & documenting new processes. You will be responsible for managing your own ticket queue, ensuring requests are dealt with in a timely manner, escalating any issues to the Service Desk Manager if you are unable to resolve them. There will be opportunities to work on various IT projects where they apply to the Service Desk. Each day will bring something new to learn & do, and you will develop excellent customer service skills alongside the technical skills you will gain.

Key Accountabilities:

• Respond to general user queries face to face at our service desk.
• Build, configure & deploy end user devices using our Microsoft toolset.
• Provide end user support for applications, hardware & basic networking.
• Provide desk side support at our Head office site in Reading.
• Manage your own ticket queue effectively.
• Carry out other related duties as directed by the Service Desk Manager

What we want from you:

• A good basic understanding of general IT
• Good written & verbal English
• Excellent attention to detail
• Ability to follow processes 
• Experience in an operational role within a hospitality business would be an advantage

And in return, we offer:

• 25 days holiday (plus public holidays)
• Plus your birthday off
• Enhanced pension
• Life Assurance cover
• Discounts available on the high street shops, holidays, gyms and cinemas
• Wellbeing assistance
• Volunteering Days
• Enhanced maternity leave
• Secondary Carer leave
• Wedding/Commitment day leave
• Bespoke training and development, including apprenticeships
• Salary £26,000