Service Desk Analyst
Job Introduction
As our IT Service Desk Analyst, you will sit at the front of our IT Service Operations team within our Leicester offices. You will be the first point of contact across the whole business, as well as the friendly face/voice into all things IT.
You will play an integral role in providing IT support for our team members throughout our Selfridges stores and head offices, and will be able to showcase your passion and knowledge for IT and customer service.
As part of this, you will:
1. Demonstrate the ability to work in a fast-paced environment.
2. Manage and oversee reported IT issues
3. Provide first line resolution of IT issues and queries, escalating problems to the relevant internal support teams and external partners as and when necessary, while keeping stakeholders updated
4. Actively reduce the number of incidents into the Service Desk by highlighting incident trends and potential problems, through creative thinking and problem solving
5. Support the transition of new services or service changes by adhering to new process changes or amendments, highlighting any risk that you may see to the service
6. Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
7. Share knowledge across the teams, and proactively contributing to continuous service improvement through identification of process improvements and problem prevention
8. Ensure that all activities are performed at a consistently high standard with minimal risk to the Selfridges & Co and that opportunities to improve services and processes are identified and actioned.
A bit about you
9. Experience of providing services remotely and in person, being able to build good relationships and trust
10. Understanding how retail operates and being able to support the technology and team members in the use of IT
11. Experience working with VIPs
12. User account administration experience
13. Ability to understand documentation and processes
14. Excellent communication skills, verbal and written
15. Role model the company values in your day-to-day working
16. Work collaboratively with the immediate and wider teams
17. Be a quick thinking, problem solving individual, adaptable to the varied demand of the role.
Selfridges