Sainsbury's Careers

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Manchester Store Support Centre

Competitive plus benefits
Permanent - Full Time
30 June 2015

Competitive
Coventry Ansty Park (Store Support Centre)
10 July 2015

Competitive
Manchester Store Support Centre
06 July 2015

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Sainsbury's Careers

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Competitive plus benefits

Coventry Ansty Park (Store Support Centre)
30 June 2015

Competitive
London (Store Support Centre)
06 July 2015

To deliver IT support to all users across the entire Sainsburys estate, providing excellent
customer service and a single point of contact. To protect Sainsburys systems and data by
providing secure access at a relevant level to the needs of the individual to carry out their
work. To resolve incidents wherever possible at first point of contact within the agreed
operational framework of policies and processes, minimising impact to the end user.

Accountable for a high standard of customer service in-line with performance targets
defined for the IT Service Desk.
Answering, recording and responding to all incoming calls and e-mails to the IT Service
Desk
Classify and resolve incidents and requests from specific areas of the business within
agreed service levels ensuring 1st line resolution is achieved wherever possible.
Ability to explain technical instructions in a non-technical way
Compliance with relevant legislation and the performance of other administrative duties
relating to security management
Ensuring accurate and timely updates are provided to customers and are maintained in the
Incident Management System.
Determine nature of problem and impact to the business.
Escalating high priority incidents to team leaders in line with Sainsburys Incident and
Problem Management processes.
Taking personal responsibility to keep up to date with new technologies, systems and
solutions.
Contributing to service improvement projects across the IT Service Desk as required.

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Sainsbury's Careers

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Delivery of all service and operating level agreements within the Incident Management
framework.
Minimised impact of disruption to services.
Feedback from users and colleagues.
Effective working relationship in place with all internal and external support teams.

Colleagues within the IT Service Desk

Proven experience working in a customer services environment

Interest in IT and a passion for customer service
Excellent telephone manner
Ability to prioritise workload
Exceptional interpersonal written and verbal communication skills
Good team working skills
Proven analytical and problem solving skills
Ability to work effectively under pressure
Understands the importance of giving good customer service & strives for continued
improvement
With direction takes responsibility for resolving issues and ensures it's aligned with team
objectives
Communicate effectively with anyone in any environment, e.g. able to translate complex /
technical issues to meet the audience's competency level
Looks for new ideas/opportunities to help make improvements and suggests these to the
appropriate individual(s)
Desirable skills, knowledge and experience
Technical
Experience working in a Service Desk or IT environment
Supporting Microsoft products - Windows 2000, Windows XP, Windows 7, Windows 8.1
(including Active Directory, Exchange, Azure) and Microsoft Office applications (including
Outlook 2010,2013 and office365)
Awareness of Unix / Linux
Has a knowledge and understanding of IT & security concepts and architectures
And / Or:
Store Experience
Previous experience working in a retail environment with sound knowledge of business
processes and procedures.
In depth skills/knowledge in one of the following business systems:
-

Point of Sale systems (preferably Retalix)

Stock Management systems (preferably Retek)

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Sainsbury's Careers

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Online Picking Systems (preferably RangeGate)

Corporate Systems

Warehouse Management Systems

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