IT Support Coordinator

3 weeks ago

London, United Kingdom GANT UK Full time

**Do you believe we should never stop learning? GANT, the future of American Sportswear, strives to be an Employer of Choice in 70+ global markets. If you want to challenge convention and make clothes for the courageous, curious and creative, then join us on this journey**

**About the team**

As part of the Global IT Team located in the London office, you will be responsible for making sure our UK end users get the necessary IT support and equipment to fulfill their objective. You will also work proactively with monitoring and communication as well as ensuring incidents and problems are solved and communicated in accordance to predefined SLAs and priority.

The UK team consists of a Senior IT Specialist where you report to the Global Director IT Service Desk. The role will be required to be in the office 5 days per week.

**Responsibilities**
- Act as the first point of contact for all IT support related queries.
- Provide hardware & software support.
- Ensure communication to management for all on-going critical incidents or escalations.
- Responsible for coordinating tickets end-to-end and managing customer expectations.
- Identify, capture, prioritize and isolate end user IT-related issues and provide resolution.
- Ensure tickets are escalated as per the escalation matrix provided.
- Collaborating with internal departments to ensure swift solutions.
- Research solutions either provided by technical teams or any search engine.
- Adhere to set standard processes and Service Desk procedures.
- Log all Service Desk communications and document resolutions.
- Follow the end user communication plan.

**Your Skills**
- Minimum of 1-2 years work experience within an IT service Desk
- A solid understanding of basic IT components
- Enjoys working in a fast-paced global organization
- A strong customer service orientation
- Team player
- Ability to communicate with people in different layers of the organization
- Experience in the retail industry
- Basic understanding of ITSM processes

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