Sonova AG
IT Service Desk Associate
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Ready to turn technical challenges into great experiences?
As an IT Service Desk Associate, you’ll be the friendly first point of contact colleagues rely on—solving problems, keeping people connected and helping our technology work at its best every day.
The role
Our Service Desk team play a key role in keeping the business connected and running smoothly. You will use our ServiceNow system to record, prioritise and action calls appropriately, helping to minimise disruption across the organisation. By delivering against Helpdesk Service Level Agreements and keeping stakeholders informed of any issues, you will provide a responsive, reliable service that makes a real difference to colleagues across the business.
You’ll:
- Support the Service Desk Team Leader to ensure maximum availability of computer systems throughout the Company.
- Log service desk calls into the ticket system.
- Resolve tickets detailing what steps were taken to complete the ticket.
- Provide technical support to all departments and sales teams.
- Maintain adequate stock levels to support the business.
- Liaise with IT suppliers and service providers to resolve technical issues.
- Manage your own time effectively to complete all required tasks, keeping on top of any mandatory training and seek opportunities to improve performance.
- To be actively involved in the delivery and testing of new system functionality.
- Assist in projects as and when required.
- Work with the service desk team to ensure IT infrastructure is in place for new store openings.
- Be available for out of hours calls and support should it be required.
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What’s in it for you
- Salary: Competitive
- Location: Llandudno or Warrington Head Office
- Working Pattern: 8-6 Monday to Saturday (37.5 hours per week on a shift rota) Flexibility required to be able to cover for team when required.
- 25–30 days annual leave plus bank holidays
- Boots Discount Card
- Free hearing aids (if required as an employee)
- Free flu vaccination (discounted for family members)
- Pension scheme & life assurance
- Flexible Benefits Box – tailor your package
- Health Hero wellbeing support – confidential support inside and outside work
- Long service awards recognising your contribution
What we’re looking for
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- A customer-focused approach, with the ability to provide friendly, responsive and reliable technical support.
- Strong troubleshooting and problem-solving skills, with a methodical approach to resolving technical issues.
- Clear communication skills and the confidence to keep colleagues and stakeholders informed.
- Excellent organisation and time-management skills, with the ability to prioritise tickets and meet service level agreements.
- Attention to detail when recording calls, documenting resolutions and maintaining accurate ticket information.
- A collaborative attitude, with the ability to work effectively with the service desk team, internal departments and external suppliers.
- A proactive mindset and willingness to support system testing, improvement initiatives and wider IT projects.
- Dependability and flexibility, including supporting shift cover and out-of-hours requirements when needed.
- A commitment to continuous learning, completing mandatory training and identifying opportunities to improve performance.
We care. We drive innovation. We strive for excellence. We build the best team.
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