IT Service Desk Analyst
2 months ago
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 non-technical way
- Strong analytical and investigation skills with the ability to resolve issues in a high-pressureand time-critical environment
- Ability to take ownership and manage issues to resolution
- Ability to work effectively and produce consistent results in a close-knit team as well as independently
- Highly organised with the ability to prioritise workloadand incorporate changing priorities
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