Service Support Analyst

28 Mar 2018
25 Apr 2018
Contract Type
Full Time
Service Desk Analyst

As our Service Desk Analyst, you will lead the resolution of incidents and requests into the Service Desk, ensuring that all customer interactions are dealt with at the first touch and are right first time.

What youll be doing:
  • Assisting the Team Lead with monitoring the call queue, prioritising & keeping VIP users updated, reconciling user accounts, etc.
  • Maintain compliance with the agreed service & change deliverables as well as risk & security policies and procedures.
  • To own the progress of the call from inception to resolution and keep customers informed of the progress of their reported incident and requests.
  • Ensure that incidents and requests are handled according to service desk SLAs
  • Guarantee that the end to end ownership of issues is managed to the satisfaction of the customer.
  • Mentoring other Service Desk Analysts in the team, acting as an internal escalation point and coach to junior members of the team
  • Manage the Service Desk Stakeholders to ensure the provision of first class user support
  • Maintain a close working relationship with the other Team Leads within support
  • Prioritise & escalate problems based on the business impact and reported problems.
  • Regularly report the current status of the Service Desk operation
  • Identity and pursue new ways to improve the efficiency and performance of the team
  • Work on call as part of a rota when required

Who wed like:

Youre a passionate Service Desk Analyst, whose main goal is to deliver a premier service to the wider business. Customer service is paramount to its success and you strive to maintain a high bar.

  • Proficient with Service Now, Windows, Office 365, Outlook and AD to receive, log and resolve calls made to our internal IT Service Desk.
  • Experience in creating and maintaining Process Documentation
  • Apple Device support skills including Macs, iPhones, iPads and Mac Infrastructure
  • An appreciation of the wider technologies provided and supported by other teams within the company.
  • Proven experience performing 1st/2nd line support within a Service Desk Environment
  • Knowledge of ITIL Foundation
  • Exceptional written and verbal skills
  • A structured and efficient method to working
  • Ability to communicate to all levels of the business when discussing issues & functions of the Service Desk

Why work here:
  • Generous Salary, bonus and pension matching
  • Great development programs
  • 25 days holiday + 1 day for your birthday
  • Subsidised gym and canteen
  • Huge staff discount and regular sample sales
  • Life Insurance, medical care, cycle to work
  • And plenty more

Technology at ASOS

ASOS is one of the UKs top fashion and beauty destinations, expanding globally at a rapid pace. Our values are to be authentic, brave and creative, and we live and breathe these in everything we do. We believe fashion can make you look, feel and be your best and, with technology in our DNA, we deliver the latest trends to our digital-obsessed 20-something market. Our award winning Tech teams sit at the heart of our business. We deliver technical innovation and pioneer incredible solutions, which are crucial to our continued success. Were extremely ambitious and thrive on the individuality of our amazing employees. Our values encompass everything needed for our tech people to be the thought leaders of tomorrow.

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