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What you'll do

You’ll be supporting colleagues throughout the business to use their IT systems effectively. Whether the colleagues are working remotely or within our Contact Centre, one of our Distribution Centres or growing number or retails stores you’ll accurately record the incident and effectively manage service levels. You’ll be looking after fault diagnosis, managing servicing and repair and maintaining good relationships with 3rd party suppliers of services, software, hardware and warranties. This role will be a hybrid role, with at least 2 or 3 days a month in the office as a minimum.


Getting the job done. Delivering a first-class level of customer service. Your professional approach will focus on ensuring that all users and customers are treated efficiently and effectively.

Taking responsibility. You’ll take ownership of issues with the aim of restoring service to a user as soon as possible; escalating incidents to other teams or resources where necessary. Your delivery-focused attitude will ensure you see an issue through to resolution.

Communicating. Whether it's face to face, over the phone, on a Google Hangout, email or Google Chat you’ll be able to communicate confidently and effectively with both technical and non-technical colleagues no matter who they are.

Collaborating. You’ll build and maintain relationships with stakeholders to help understand their challenges and focus on a solution to productively reach the end goal.

Focusing on the detail. Accurate data is key. You’ll record, update and document incidents, requests and changes using tools such as the IT Service Desk system, Configuration Management Database and Knowledge Bases making sure the data is up to date and error free.


What you'll bring

Experience. You’ve got previous experience in an IT Support role and love to support your customers to reach the desired outcome.

Technical skills. You’ll know all about Google and Microsoft consumer and business productivity tools. You’ll be confident in supporting and selecting computer hardware, various vendor OS including Google Chrome OS, Microsoft Windows, Apple MacOS.

Drive. You’re tenacious, and pursue things with energy, striving to finish what you started.

Creativity. You love problem solving. You focus on the problem in hand and find the solution whilst staying within the parameters of good practice.

Adaptable. Remaining positive and resilient under pressure; you adapt to change and make use of your support network.

Communication. You can build excellent working relationships, with both your colleagues and external suppliers.

Yourself. Bring your whole self to work and let your true personality shine through.


What you'll get

Toolstation. The story so far.

We’re one of Britain’s fastest growing multi-channel retailers of tools, accessories and building supplies. Backed by Travis Perkins plc, our freedom to operate as a nimble, entrepreneurial business means we’re now well established and have even bigger plans. The trade, home improvers and self-builders all trust us to deliver a lot more than tools. So, our colleagues in our Head Office and Contact Centre in Bridgwater, at our Distribution Centres in Bridgwater, Middleton, Redditch and Daventry, and in our network of over 560 branches throughout the UK, work together to get the job done. And with plans to open many more branches, we always have opportunities for great retail professionals who want to grow with us.

To apply

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Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability