<div class="earcuposdescription"><div class="earcuposdescriptiontitle">About IT Operations at Holland &amp; Barrett</div><div class="earcuposdescriptionnote"><ul><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.</span></li><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.</span></li><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects.</span></li><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.</span></li></ul></div></div><div class="earcuposdescription"><div class="earcuposdescriptiontitle">The Role</div><div class="earcuposdescriptionnote"><p>The Service Desk Analyst plays a crucial role in providing frontline IT support and assistance to colleagues and end-users within Holland &amp; Barrett. This role requires fluency in both English and Dutch to support users across multiple regions effectively. The Service Desk Analyst is responsible for promptly and effectively resolving IT incidents and service requests, ensuring a high level of customer satisfaction. The role will primarily focus on handling telephone calls from retail stores in the UK, Ireland, and the Netherlands, assisting with IT-related issues around retail equipment, systems, and accounts. Knowledge in these areas is highly desirable. The Service Desk Analyst reports to the Service Desk Team Leader.</p><p><span style="font-size: 10pt;"><strong>Key Responsibilities:</strong></span></p><ul><li class="" data-start="117" data-end="280"><p class="" data-start="119" data-end="280"><strong data-start="119" data-end="143">Incident Resolution:</strong> Log and diagnose IT incidents from various channels, providing timely solutions in English and Dutch. Escalate complex issues as needed.</p></li><li class="" data-start="281" data-end="401"><p class="" data-start="283" data-end="401"><strong data-start="283" data-end="304">Customer Service:</strong> Deliver professional, courteous support, ensuring clear communication and customer satisfaction.</p></li><li class="" data-start="402" data-end="561"><p class="" data-start="404" data-end="561"><strong data-start="404" data-end="426">Technical Support:</strong> Troubleshoot retail systems and account issues for stores in the UK, Ireland, and the Netherlands, escalating urgent matters promptly.</p></li><li class="" data-start="562" data-end="704"><p class="" data-start="564" data-end="704"><strong data-start="564" data-end="586">Ticket Management:</strong> Manage tickets effectively—categorising, prioritising, updating, and closing with proper communication and follow-up.</p></li><li class="" data-start="705" data-end="828"><p class="" data-start="707" data-end="828"><strong data-start="707" data-end="726">Knowledge Base:</strong> Contribute to and maintain a knowledge base of issues and resolutions to aid efficiency and accuracy.</p></li><li class="" data-start="829" data-end="937"><p class="" data-start="831" data-end="937"><strong data-start="831" data-end="849">Collaboration:</strong> Work with IT teams and vendors to resolve escalated issues and keep customers informed.</p></li><li class="" data-start="938" data-end="1062"><p class="" data-start="940" data-end="1062"><strong data-start="940" data-end="955">Compliance:</strong> Adhere to IT policies, security protocols, and data protection standards, reporting any breaches promptly.</p></li><li class="" data-start="1063" data-end="1211"><p class="" data-start="1065" data-end="1211"><strong data-start="1065" data-end="1089">Continuous Learning:</strong> Stay current with technologies and processes, engaging in training and applying new knowledge to improve support quality.</p></li></ul><p>&nbsp;</p></div></div><div class="earcuposdescription"><div class="earcuposdescriptiontitle">The Person</div><div class="earcuposdescriptionnote"><p><strong>Required Skills and Qualifications:</strong></p><ul><li>Fluent in&nbsp;<strong>English and Dutch</strong>&nbsp;(written and spoken).</li><li>Experience in a Multilingual IT service desk roles.</li><li>Excellent customer service skills with the ability to communicate technical concepts clearly to non-technical users.</li><li>Experience with IT ticketing systems (Like Jira, Service Now, Zendesk etc).</li><li>Strong organisational and multitasking abilities in a fast-paced environment.</li><li>Ability to work both independently and collaboratively within a team.</li></ul><p><strong>Highly Desirable:</strong></p><ul><li>ITIL qualification</li><li>Experience of IT support in the retail sector.&nbsp;</li><li>Knowledge of remote desktop tools and troubleshooting techniques.</li></ul><p>This role is an excellent opportunity for a bilingual IT professional looking to make a meaningful impact in a dynamic and supportive environment. If you have the skills and experience required, we encourage you to apply!</p></div></div><div class="earcuposdescription"><div class="earcuposdescriptiontitle">Benefits</div><div class="earcuposdescriptionnote"><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">💸<strong>&nbsp;Technology&nbsp;Incentive Scheme</strong> - we offer different bonus schemes for all grades in Technology, starting at 10%.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">📚&nbsp;<strong>Learning and Development</strong> opportunity with Holland &amp; Barrett is a great base for career development long term.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">🤝<strong> Career progression </strong></span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">🔝&nbsp;<strong>Pension company contribution&nbsp;- 3 &amp; 5%</strong></span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">✈️ Your wellbeing is paramount so you can get away and take <strong>28 or 33 Days Holiday </strong>per year.&nbsp;</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">💷&nbsp;<strong>Refer and Earn Scheme</strong> - as we're growing you can earn money by referring people to join us from your network.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">👜&nbsp;<strong>Epic Extras</strong> gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">💰&nbsp;Stay healthy with <strong>Discounted Products </strong>- from day one you'll get a 25% discount (on top of other promotions) when you shop at H&amp;B on anything that you buy.&nbsp;</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">🙋🏽&nbsp;We all need a little help sometimes, so we offer&nbsp;<strong>Free 24/7&nbsp;Confidential Advice &amp; Colleague Welfare.</strong></span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">🧠&nbsp;<strong>Mental Health First Aiders</strong> - we have lots of qualified Mental Health First Aiders because its all about your health &amp; wellbeing.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">👑 We have colleague&nbsp;<strong>Reward and </strong><strong>Recognition</strong><strong> Schemes, </strong>so your hard work and loyalty won't go unnoticed.</span></p><p><span style="font-family: Calibri, sans-serif; font-size: 11pt;">👏 And many more!</span></p></div></div><div class="earcuposdescription"><div class="earcuposdescriptiontitle">The Company</div><div class="earcu_posdescriptionnote"><ul><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">Holland &amp; Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.</span></li><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.</span></li><li><span style="font-family: Calibri, sans-serif; font-size: 11pt;">Join us and see how far you can go…</span></li></ul></div></div>