Service Desk Analyst

Service Desk Analyst

Sunderland 

Salary up to £26,966, pension, critical illness pay, life assurance, 33 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales service.

Reporting into the Service Desk Team Leader, the Service Desk Analyst will be responsible for providing quality technical support and customer service to all colleagues within the organisation. This role involves regular communication with manufacturers, third-party contacts, members of the wider IT Department, and store-based colleagues. Your primary focus will be to support all Lithia UK stores and support functions, ensuring seamless operations and quick resolutions.

If you’re looking for a role that’s a blend of being fast-paced and challenging, with a culture that enables you to be yourself and enjoy the ride, you’ll feel right at home:

Your Journey as a Service Desk Analyst:

• Provide exceptional support to colleagues across all communication channels, ensuring their needs are met with professionalism and care
• Offer expert technical support at a 1st line capacity, addressing a variety of issues promptly and efficiently
• Conduct thorough troubleshooting and triage for a wide range of technical issues, ensuring swift and effective resolution
• Maintain consistently accurate information within the IT Service Management system for all incidents and requests raised, ensuring data integrity
• Escalate tasks to other team members with clarity and precision, ensuring smooth handover and continuity of service
• Perform various administrative tasks, such as profile provisioning and deprovisioning, with meticulous attention to detail

Are You Ready to Embrace the Challenge? We’re looking for someone who has:

• IT related certifications (preferred, not required)
• Previous experience delivering excellent customer service through a variety of platforms e.g. face-to-face, phone and email
• Sound knowledge of Office 365 applications, including Outlook, Excel, Word, and Windows OS
• A passion for learning and a willingness to engage in self-development within a  fast-faced environment
• Exceptional diary management, planning and organisation skills with the ability to prioritise their workload

At Lithia UK, our growth is powered by our people:

As one of the largest automotive retailers globally, we’re passionate about transforming the future of personal transportation and setting new standards for exceptional customer experiences. Our values—Earn Customers for Life, Improve Constantly, Take Personal Ownership, and Have Fun!—fuel everything we do. Join us, and you’ll be part of a team that embraces innovation, champions personal growth, and celebrates success together. If you're ready to make an impact in an environment that empowers you to drive change, we’d love to have you with us on this journey.

Diversity is Our Strength:

Lithia UK recognises the value that diversity brings to the workforce.  This is why we positively welcome applications from all walks of life, backgrounds, and communities. If you have the motivation, skills and talent potential that we are looking for then get in touch. We are an equal opportunities employer.