Service Desk Analyst

Selfridges; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Selfridges is seeking an IT Service Desk Analyst to be the first point of contact for IT support across their operations. The successful candidate will demonstrate a passion for IT and customer service, ensuring high standards and contributing to continuous service improvement.

Qualifications

• Experience providing IT services remotely and in person.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with teams.

Responsibilities

• Provide first-line resolution of IT issues and queries.
• Support the achievement of customer satisfaction ratings.
• Manage and oversee reported IT issues.

Skills

Customer Service

Problem Solving

Communication

Job description

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:

• Demonstrate the ability to work in a fast-paced environment.
• Manage and oversee reported IT issues.
• Provide first-line resolution of IT issues and queries, escalating problems to relevant support teams and external partners as necessary, while keeping stakeholders updated.
• Actively reduce the number of incidents into the Service Desk by highlighting incident trends and potential problems through creative thinking and problem solving.
• Support the transition of new services or service changes by adhering to new process changes or amendments, highlighting any risks to the service.
• Support the achievement of customer satisfaction ratings and the reduction of call escalations by regularly updating customers on call progress.
• Share knowledge across teams and proactively contribute to continuous service improvement through identifying process improvements and problem prevention.
• Ensure that all activities are performed at a high standard with minimal risk to Selfridges & Co and that opportunities to improve services and processes are identified and actioned.

A bit about you

• Experience of providing services remotely and in person, with the ability to build good relationships and trust.
• Understanding how retail operates and supporting the technology and team members in the use of IT.
• Experience working with VIPs.
• Ability to understand documentation and processes.
• Excellent verbal and written communication skills.
• Role model the company values in your day-to-day work.
• Work collaboratively with immediate and wider teams.
• Be a quick thinker and problem solver, adaptable to the varied demands of the role.