Service Desk Analyst

At Dreams, we know your bed is the best place in the whole world. But for the hours between precious sleep, we d like to make work a special place to be too. We re the UK s most loved bed retailer, so it s important our people feel the love as well. There s over 250 of us at our affectionally named Bedquarters in High Wycombe, Buckinghamshire, where every dreamer makes a difference. We re super passionate about our people-first culture, which means we like to keep things simple and celebrate every success, big or small! From a payday treats trolley to charity fundraisers and all-staff lunches, we know we do it best when we do it together. And together we ve been making bedtimes better since 1985, with no signs of hitting the snooze button. We re owned by the world s largest bedding provider, Tempur Sealy, and have our very own Bed Factory right here in the UK. You ll even get a guided tour when you join - that s part of our mission to get you fully bed-ucated during your induction. With 208 stores nationwide, 6 central warehouses and 12 delivery centres, we sell 14,000 mattresses, bases and headboards every single week. Now that s a lot of Zzzs. So if you re bonkers about bed, silly for siestas and keen on your kip, we think Dreams could be the perfect place for you. Dreams. Love your job.We re looking for a new Service Desk Analyst to join our Technology team based in Loudwater, Buckinghamshire. In this role, being the face and voice of our Technology department you will be at the forefront of meeting all our colleagues needs and requirements. You will be managing their service requests and incidents and keeping our customers constantly updated with the latest updates on their requests. Our customers are our primary focus, and you will be a major part in ensuring that their Technology needs are met, so they can make sure their customers are given the best experience. Ready to skip the snooze button and get stuck in? Here s a taste of what you ll be doing day-to-day - Ensure all Service Desk contacts are logged, acknowledged, and resolved in an efficient manner by taking ownership and ensuring resolution within set measures / KPI s. - Provide incident and problem management using service management tools and keeping our customers up to date with all their requests and incidents. - Ensure daily/weekly checklists are completed correctly and any issues are escalated through your line manager so that we maintain everything in tip top shape. - Ensure that the security of working areas, systems, and data, are always maintained so that we can all sleep safe and sound at night. You will be aware and comply to all security regulations such as GDPR, PCI and adhere to industry best practice. - Check and troubleshoot level 1 and level 2 technical issues for all internal Dream s employees so we can keep them happy and back to work as soon as we can. - Participate in the shift and on-call schedules including evenings, weekends, and Bank Holidays. - Ensure daily/weekly checklists are completed correctly and any issues are escalated through your line manager. - Monitor internal IT functions / systems using various monitoring tools and methods. - Establish cross functional relationships at all levels within the business and within the technology department to ensure colleagues are supported throughout the lifecycle of Incidents / requests and changes. - Provide stakeholder management to support the Service Desk for projects / escalations.In your dream role, you ll also receive:- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers. - Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping. - Buy-in schemes: You ll have the opportunity to buy extra holiday, private healthcare, or savings and loans. - Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel. - Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an out of hours GP service. - Electric Car Scheme - Our salary sacrifice eclectic car scheme is a budget friendly way to cruise around in style and most importantly, lower those emissions! - New to 2024 - enhanced maternity & paternity pay - On-site gym, Step into our newly refreshed, free on-site gym, where you ll find everything you need to stay fit and energized. From cardio machines and versatile free weights to dynamic cable machines, resistance bands, and even boxing bags - we ve got it all! - Hybrid working: Whether you re an early bird or night owl, we trust you to work your hours responsibly to suit you!