About The Role
Role Purpose:

Taking and responding to first line IT calls and queries from stores. To work efficiently alongside Helpdesk and other colleagues to ensure that the Helpdesk provides excellent service to the business and develops according to business needs and priorities.

Role responsibilities:

• Answer calls and queries relating to IT issues from shop users, dialling into specific store systems, or visiting location where necessary to resolve issues, and escalating of issues as required.
• Maintain with other colleagues the IT knowledge base and ticketing system.
• Contribute to the efficient running of the IT helpdesk function to meet the company needs.
• To provide IT advice to all company employees, including those based in offices and working from home, as required.
• Assist with evaluating user needs and system functionality.
• To provide interface with all outside agents and suppliers in respect of IT helpdesk, ensuring transmission of data from Tills, other in-store systems, and networks.
• Organise and ensure the sending of replacement equipment, while maintaining stock levels and stock control systems.
• Ensuring the security of data from internal and external attack and compliancy with industry regulations such as PCI-DSS, GDPR, etc.
• Assist with the training and development of new Helpdesk/IT colleagues, as required.
• Production of performance/system statistics as required.
• Helping maintain system backups and general system maintenance and testing.
• Ensure that software licensing laws are adhered to.
• To undertake other / ad hoc duties commensurate with the role.

Role Parameters

Working Arrangements: Based at our Corby office with time also spent at our Bishops Stortford office as required.
Occasional ad-hoc travel may be required
Some Weekend and Bank Holidays required and out of hours support (this could be from an office location or from home depending on business needs). Weekends are typically on a rota basis.

Key Stakeholders: Helpdesk Manager
Head of IT
Other IT colleagues
Head of Operations and Field Team
Store Management colleagues
Head Office colleagues
External Help Desk vendors

Role Essential Skills:

• Previous Helpdesk (or similar operational) experience, including dealing with customers remotely over the phone
• An IT qualification is advantageous
• Knowledge and experience of a range of systems, applications and interfaces (e.g. EPOS, telephony, hardware, intranet)
• Strong organisational skills
• Experience of problem solving
• Excellent customer service skills
• Ability to use own initiative to ensure the queries from Helpdesk customers are addressed
• Ability to work at pace
• Ability to remain calm under pressure in a changing, complex environment
• Excellent verbal and written communication skills

About The Company
Clintons is in the business of helping our customers celebrate life’s occasions and those of the people they care about. We understand that all kinds of relationships are to be treasured and we provide ways to enhance and cherish these everyday.

We have a restructured estate geared towards on-going profitability, investment in our stores and a fantastic new product offering. Our stores really are benefiting from a radical transformation so it is an exciting time to join us on our journey. We pride ourselves in helping customers find the perfect words and designs at fantastic value and 94% of Customers tell us they would recommend us to friends and family.

Clintons now has over 3m Rewards customers who continue to enjoy exclusive offers and benefits each week, redeemable both in-store or on our website. Become part of the team to deliver the very best experience to our loyal customers!