IT Service Desk Analyst

2 weeks ago


Leeds, Leeds, United Kingdom FashionJobs Full time
Accurately identify and analyse service requests and incidents related to the use of IT services

  • Help customers to resolve incidents and immediately complete requests wherepossible
  • Ensure requests and incidents are passed to the relevant second and third line teams, where applicable
  • Proactively manage backlogs of requests and incidents so that they are progressed to resolution within agreed timescales, escalating wherenecessary
  • Document & share knowledge on new technologies, processes & improvements and best practice with Global Service Desk colleagues
  • Operate in accordance with Burberry's approved policies, procedures and processes
  • Use fault management systemsto log and manager all incidents, service requests and escalations raised by internal customers or external partners
  • Be available to work flexible shiftsQualifications & Experience
  • Experience of working within a high pressured customer focused environment
  • Worked in a variety of team structures and environments
  • The team supports the following technologies and working knowledge of these is beneficial. Training willbe provided.
  • RemedyForce
  • PC / Windows


Microsoft Office 365
  • Active Directory
  • VPN? Desirable
  • Mac OS X, iPhone and iPad


SAP
  • Printers & Scanners
  • Audio Visual (AV)
  • Citrix?Skills
  • Excellent communicationskills both written and verbal
  • The ability to understand our customers & what is important to them, communicating technical instructions in a nontechnical way
  • Strong analytical and investigation skills with the ability to resolve issues in a highpressureand timecritical environment
  • Ability to take ownership and manage issues to resolution
  • Ability to work effectively and produce consistent results in a closeknit team as well as independently
  • Highly organised with the ability to prioritise workloadand incorporate changing priorities


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