Tuesday , May 21 2024

Selfridges Jobs in Birmingham – Service Desk Analyst

Website Selfridges

Job Description:

As our IT Service Desk Analyst, you will sit at the front of our IT Service Operations team, being the first point of contact across the whole business, the friendly face/voice into IT. You will play an integral role in providing IT support for our team members throughout Selfridges stores and head offices. Based in our offices in Leicester, you will be a team player, who is passionate about IT and customer service, and would like a role that offers the best of both worlds.

Job Responsibilities:

  • Share knowledge across the teams, and proactively contributing to continuous service improvement through identification of process improvements and problem prevention
  • Support the achievement of customer satisfaction ratings and the reduction of call escalations, by regularly updating customers on call progress
  • 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
  • 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
  • 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.
  • Actively reduce the number of incidents into the Service Desk by highlighting incident trends and potential problems, through creative thinking and problem solving
  • Demonstrate the ability to work in a fast-paced environment.
  • Manage and oversee reported IT issues

Job Requirements:

  • Role model the company values in your day-to-day working
  • Experience working with VIPs
  • Ability to understand documentation and processes
  • Be a quick thinking, problem solving individual, adaptable to the varied demand of the role
  • Understanding how retail operates and being able to support the technology and team members in the use of IT
  • Work collaboratively with the immediate and wider teams
  • Excellent communication skills, verbal and written
  • User account administration experience
  • Experience of providing services remotely and in person, being able to build good relationships and trust

Job Details:

Company: Selfridges

Vacancy Type:  Full Time

Job Location: Birmingham, England, UK

Application Deadline: N/A

Apply Here