Job Description: As a Senior Service Desk Analyst, you will be part of a technical team handling incidents, requests, and problems of a more technical nature that get passed on from the Service Desk analysts. You will be working on a variety of different applications that require attention to detail and a pragmatic approach to identifying where things are going wrong across all lays of technology. Job Responsibilities: As a Digital Site Merchandiser, you will be responsible for the merchandising and optimisation of the Selfridges customer journey. You’re data driven, understand the digital customer, and use key onsite metrics to drive performance. Responsible to keeping knowledge bases up to date and accurate, always thinking about continuous improvement plans. Driving first time fixes back into the right places and ensuring new projects are transitioned into the Team correctly and smoothly. Operating in an IT Service Operations model, ensuring Incidents and Requests are resolved within SLA or suitable workarounds have been found, creating Problem tickets where needed and passing them onto the right resolver group. Identify improvements through trend analysis and create ways of reducing incidents where possible, helping to decrease call volumes across the Service Desk teams. Take ownership for incidents and requests that Service Desk Analysts cannot resolve and investigate further. These will be more technical issues in nature that require further investigation to identify root cause across multiple applications and integrations, by means of interrogating code, systems, integrations and data. Have a good technical understanding and experience in running queries, creating scripts, spotting trends, coming up with creative ways to work around incidents and want to further progress your technical knowledge. Working alongside our 3rd parties and Internal development teams to prioritise fixes, based on impact and trend analysis. Always looking for way to decrease our over-all contacts into the Service Desk Team. Help Coordinate Major Incidents and direct discussions around resolution options or workarounds, engaging in technical conversations with internal and 3rd party resolver groups to resolve. Job Requirements: Tenacious and demonstrate a high level of attention to detail with a can do approach to get to the root cause of incidents / requests / problems quickly Not afraid to take ownership of complex issues, share your knowledge and work collaboratively with other areas of the business. Able to multitask, show flexibility and prioritise your own workload through excellent planning and organisational skills. Able to communicate technical / complex issues in a clear way that is easy to understand. Technically capable of picking up difficult issues/problems and seeing them through to the end. Wanting to continually learn and develop your technical skills. Think customer first at all times Leading by example by living out our values here at Selfridges. Job Details: Company: Selfridges Vacancy Type: Full Time Job Location: Birmingham, England, UK Application Deadline: N/A Apply Here careers-trivia.net
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