Service Desk Analyst

Retail Human Resources plc; Leicester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking an IT Service Desk Analyst to join their operations in Leicester. In this role, you will provide IT support to team members across various locations, enhancing customer satisfaction and resolving IT issues efficiently. Ideal candidates will have experience with retail technology and strong communication skills, contributing to a team-focused environment.

Qualifications

• Experience in providing remote and face-to-face IT support.
• Understanding of retail operations and supporting technology.
• Excellent verbal and written communication skills.

Responsibilities

• Manage and resolve reported IT issues.
• Provide first-line resolution for IT queries.
• Support the rollout of new services.

Skills

IT Support

Communication

Problem Solving

Relationship Building

Adaptability

Job description

Reference: selfridges/TP/307538/5986/321

As our IT Service Desk Analyst, you will be at the forefront of our IT Service Operations team within our Leicester offices. You will serve as the first point of contact across the entire business, providing a friendly face and voice for all IT-related matters.

You will play a key role in delivering IT support to our team members across Selfridges stores and head offices, showcasing your passion and expertise in IT and customer service.

Your responsibilities will include:

• Working effectively in a fast-paced environment
• Managing and resolving reported IT issues
• Providing first-line resolution for IT queries and escalating complex problems to appropriate support teams and external partners, while keeping stakeholders informed
• Reducing incident volume by identifying trends and potential problems through creative problem solving
• Supporting the rollout of new services or changes, adhering to new processes and highlighting potential risks
• Enhancing customer satisfaction and reducing call escalations by providing regular updates to customers
• Sharing knowledge within the team and contributing to continuous service improvements through process enhancements and problem prevention
• Maintaining high standards in all activities, minimizing risks, and identifying opportunities for service and process improvements

About you:

• Experience in providing remote and face-to-face IT support, with strong relationship-building skills
• Understanding of retail operations and supporting technology and staff in this environment
• Experience working with VIP clients
• User account administration experience
• Ability to interpret documentation and follow processes
• Excellent verbal and written communication skills
• Demonstrate the company's values in daily work
• Collaborative team player
• Quick thinker with strong problem-solving skills, adaptable to varied demands