Job Description

As one of the Best Big Companies to Work For, we have a rich history of loving our customers and looking after our teams. We understand that success is achieved through our people, and we are searching for a committed and passionate IT Service Desk Advisor to join our growing business.

Purpose of Role:

To ensure that by working as a team we support the company objectives. To offer support and call resolution to all of Iceland Head Office and our Depots regarding hardware, software, and procedural issues, ensuring that the service provided is delivered with a consistently professional manner, within agreed service levels and Advisor Targets.

Key Accountabilities:

Achieve individual performance targets:

To support workflow in line with the IT Service Desk Targets Achieve advisor accuracy (less than 0.5% errors) Call length - within set targets After Call Work - within set targets

Traces (including adherence to shifts and sickness):

To accurately log all calls within the relevant call buckets To offer a first-time fix avoiding repeat calls To achieve set coaching target in order to ensure business needs are met by delivering high standards of customer service

Manage 3

rd

party contacts

:



To assign calls to the relevant 2nd / 3rd party support teams where a first-time fix is not possible To chase all "Open Calls" Daily, ensuring the quickest possible resolution Escalate issues to Team Leaders / Service Delivery Manager Ensuring the customer is kept informed of call progress at all times

Provide ongoing support:

To support new services that are launched to Iceland Colleagues To provide input and improvement to the Service Desk knowledge database To support the IT Service Desk Supervisor where required

Continually ensure communication and development are focussed upon:

To take responsibility for your awareness of product, system and procedural updates and changes (including the database). Ensure you remain fully up to date with all forms of communication. + Database
+ E-mail
+ Notice Boards
+ Team Meetings
+ Focus Groups / Talking Shop
+ Talking Together

Key Result Areas:

Take personal responsibility for understanding your customer and deliver an appropriate level of service through adapting style and approach Ensure all calls are logged accurately, detailing fully the issue Issues are resolved/Chased in the quickest possible time Customer are kept informed of any delays to resolution Using your knowledge of the coaching form ensure that you are offering a consistent and high standard of service in line with the rest of the department. Positively act on feedback to further improve and develop skills.

Alongside this we can offer you:

Best Place to Work 2025



Supportive and collaborative team



Healthcare and cash back plans



15% discount in our stores and 30% discount in our group restaurants



? Partner discounts



Subsidised on site restaurant and Costa (Head Office)



Mental, physical and financial wellbeing support