IT Service Desk Analyst - Leeds, United Kingdom - FashionJobs

FashionJobs

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

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

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