About us…

In 1987 Nando’s began its journey when 2 friends discovered the magic of PERi-PERi in a suburb of South Africa and knew it had to be shared with the world. Inspired by our Southern African heritage, we know and value the richness that diversity brings to Nando’s, and we’re committed to creating an inclusive and respectful culture for all. We pride ourselves on being a great place to work, and thanks to our Nandoca reviews we’ve finished in Glassdoor’s Top 50 places to work 6 years in a row!

Overall ambition of the role:

Reporting to a Service Support Team Leader, the Service Desk Technician will be responsible for delivering first-class support to all Nando’s UK, Group, Grocery and Yellowoods users. Delivering 2nd line support to our internal users

Our Service Technician’s exemplifies excellent interpersonal skills and the ability to communicate at all levels. You will be speaking with and assisting everyone from our restaurant staff, through to our CEO.

You will be working in a busy, fast-paced environment, acting on escalated tickets from your first-line colleagues, providing elevated technical support and ensuring issues are resolved in a timely manner. You will also be logging incident and request tickets and ensuring the quality of communication along with the resolution, are of a consistently high standard and in line with company SLAs.

Key Responsibilities:

Operational Management

  • Acting as an escalation point for tickets that require deeper technical analysis through to resolution
  • Assisting colleagues with their technical development
  • Logging tickets based on calls coming in to the Service Desk, updating with effective and relevant information, ensuring courteous, timely, and effective resolution
  • Managing service tickets logged via multiple other methods (portal/chat/direct approach)
  • Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Working on the creation of knowledge base articles, aiming to increase in house Service Desk knowledge and answering frequently asked questions from our users
  • Managing new starters and leaver requests to ensure all compliance objectives are met
  • Deliver IT inductions to new starters
  • Provide technical training to users as and when necessary

Required Knowledge & Experience

  • 18 months or more experience on a busy Service Desk
  • In depth O365 and InTune experience – administration, license application and monitoring, device management, etc
  • Strong AD experience – user creation and account management, group policy creation and management
  • Strong Mac OS and iOS experience
  • Strong user and technical knowledge base article creation
  • Strong MDM experience
  • Strong pattern identification and data analysis skills – namely ticket related
  • Good exposure to various Windows Server environments
  • Remote support experience – Teamviewer, VNC, etc
  • Networked printer experience
  • Troubleshooting networking issues

Beneficial Experience

  • Zendesk/similar ITSM tool
  • ITIL V3/V4 qualified
  • Kandji MDM
  • Okta experience
  • Experience working with over 2000 members of staff
  • Involvement in projects – owning tasks, working to deadlines, delivering expectations

Key Skills and Attributes:

Nando’s prides itself on its family culture, which includes all of our wonderful restaurant and central support staff and how we support them

  • Customer first attitude
  • Track record of providing support in line with agreed SLAs
  • Natural logical problem solver
  • Ability to work in a fast-paced environment and successfully handle multiple tasks simultaneously
  • Motivated to understand the needs of the Nando’s business and align support accordingly
  • Not afraid to spend time with business leadership to discuss and figure out ongoing, complex issues

Personal Attributes

  • A desire to become a leader within a team
  • Ability to discuss complex issues in a laymen manner
  • Multi-tasking
  • Able to organise themselves around their workload
  • Take ownership of issues and see through to resolution, even if escalated beyond your team
  • Very strong written and oral communication skills
  • Very strong interpersonal skills
  • Quick learner with a strong ability to absorb and retain information
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment

For further information and an initial discussion please call Viktor Kemenczei on 07425627691, today or send your CV to viktork@nandos.co.uk for review.

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