Job Description
Our Service Desk aims to provide a friendly, efficient and helpful service to every retail colleague, ensuring all internal processes are followed and that every effort is made to resolve their query at the first point of contact.
We also ensure that third parties are engaged effectively in order to get our in‑shop technology working as soon as reasonably possible.
As a Retail Tech Support Analyst you will be responsible for the following:
* Professionally managing telephone/self‑service portal/live chat contacts from our retail colleagues.
* Triage and diagnose reported faults and either support the colleague to first‑level fault fix or log the task with a 3rd party to ensure a swift resolution.
* Accurately log incidents and ensure all relevant data is captured clearly and accurately.
* Regularly update incidents logged on the Incident Management System and provide our shop colleagues with a technical solution within Service Level Agreements.
* Escalate incidents where a first‑time fix is not possible to relevant internal resolver group.
* Monitor, progress, and resolve incidents while ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
* Escalate potential service issues initially with Team Manager/Service Desk Senior Manager.
* Follow up on calls and chase 3rd‑party resolvers to meet contractual SLAs.
* Respond to all emails professionally.
Qualifications
* The below 5 skills are essential.
* Proven ability to build effective relationships with colleagues and customers and within a team.
* Excellent verbal/written communication skills.
* Ability to organise, prioritise and plan to ensure all deadlines are met.
* Able to deliver high standards of Customer Service and recognise different customer needs.
* Strong multitasking skills, as the successful applicant will have a number of tickets open at once.
* The below 4 skills are desirable.
* Good understanding of applying the ITIL framework.
* Competent with Microsoft Office.
Benefits
* Healthcare support
* A stake in our success through our ShareSave scheme
* Great development opportunities
* Wellbeing support, and so much more.
* Annual bonus scheme.
Additional Information
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
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