Trainee Support Analysts

Location: Ripon

Closing Date: 13-May-2021

Salary: Competitive Salary

Reference #: 136717


About the role: 

Our IT Service Desk is expanding, we are looking for some Trainee Support Analysts to come on board and join us providing in-house 1st and 2nd line support to all Wolseley UK users. You will be handling Telephone Calls, Live Chat and Self Service queries that come into the team, providing an excellent customer experience in a timely manner.  This role is a great opportunity to experience and exposure within IT and full training will be given on our systems.


You will also be responsible for: 

  • Managing 1st, 2nd support to the business through the following channels (Telephone calls, Self Service & Live Chat)
  • Participate in major / sensitive Incidents
  • Participate in the Change and Config Processes when required
  • Provide an exceptional Customer Experience
  • Working within the other Service Operations teams when necessary, responsibilities to be defined by each team manager
  • Follow process to ensure that a high quality of service is provided to internal and external customers
  • Ensure adherence to performance targets
  • Ensure that Incidents and Requests are dealt with according to the customer and priority needs
  • Ensure all Incidents are accurately logged

What we are looking for: 

  • Excellent customer service skills 
  • Experience working within IT or within a contact centre environment 
  • Previous experience working with in a IT Helpdesk is advantageous
  • Attention to detail and strong organisational skills 
  • Strong communication skills 
  • Good interpersonal and influencing skills 
  • Ability to work in a fast paced, busy environment


About your development and benefits 

We aim to unlock your potential and equip you with all the skills required to succeed in your role, whilst earning a full salary. This all starts with your induction where you get to know us and our business and continues with relevant training and development.  


Our people get benefits including: 

  • Pension plan 
  • Holiday - 23 days rising to 25 days after 2 years’ service 
  • Staff discount on hundreds of retailers
  • Cycle to work scheme

About us

Wolseley UK is the country’s largest plumbing, heating and cooling trade specialist merchant and we aim to be the first-choice specialist merchant for trade customers.

We supply 180,000 different products to over 100,000 customers every year. Join us and you’ll be part of a team that gets the right products to customers at the right price, in the right place, and at the right time. You’ll also enjoy extensive training and an award-winning pension and great rewards.

Apply Now