Technology
Location
Manchester
Job Type
Permanent

About the Role

Job Summary:

To provide service excellence through resolution or technical escalation of incidents and requests within the Boohoo group service desk from either internal portal logged issues or telephony based interaction with the user base.
To ensure all tickets are managed appropriately inline with incident and request management procedures and in-line with SLA’s and KPI’s.
Management of events registered with the Service desk inline with internal processes.

Tasks, Duties & Responsibilities: 

  • Provide 1st line support to the Boohoo Group user base and 3rd parties.
  • Resolution of 70% of all tickets assigned.
  • Maintain up to date records of all activity being taken in the resolution or progression of logged issues.
  • Provide user administration across a wide variety of technical platforms.
  • Escalate appropriately and within work flows, highly technical or sensitive issues to the
  • Call logging of issues and requests with 3rd party suppliers.
  • Review and creation of Service Desk based documentation to improve 1st time fix rate and/or speed of resolution for incidents and requests.

Ideally you will have a minimum or two years knowledge and experience working within a Service Desk environment:

  • Active Directory (AD Manager Plus)
  • Windows 10 & Office 2016 and above
  • Office 365
  • User administration across IT systems.
  • Manage Engine Service Desk (ITSM Tool) or anything similar
  • ITIL Foundation minimum (preferred)

The successful candidate will have strong experience of resolving issues with the above technologies. You will also liaise with clients and suppliers, record and monitor system issues resolving or escalating when required.

You will have a thirst for knowledge and be given the ability to extend you technical skillset. It is essential the successful candidate has strong Customer Service/People skills.

What you'll get as a Servicedesk Analyst:

  • Competitive salary based on experience 
  • Bonus  
  • Share Scheme 
  • Contributory Pension 
  • 40% discount across all brands 
  • The opportunity to work in a company that encourages engagement and growth! 
 
Please note: This is a shift based role and there are multiple roles on offer. This role will be based from Cheetwood House, near Manchester Piccadilly train station

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