Boohoo Careers – Junior Service Desk Analyst In Manchester

Overview

Position Title: Junior Service Desk Analyst

Company: Boohoo Group PLC

Location:  Manchester, England, United Kingdom

Job Description:

To provide service excellence through resolution or technical escalation of incidents and requests within the Boohoo group service desk from either internal portal logged issues or telephony based interaction with the user base.

To ensure all tickets are managed appropriately inline with incident and request management procedures and in-line with SLA’s and KPI’s.

Management of events registered with the Service desk inline with internal processes.

Responsibilities:

• Call logging of issues and requests with 3 rd party suppliers.
• Escalate appropriately and within work flows, highly technical or sensitive issues to the
• Review and creation of Service Desk based documentation to improve 1 st time fix rate and/or speed of resolution for incidents and requests.
• Resolution of 70% of all tickets assigned.
• Provide 1 st line support to the Boohoo Group user base and 3 rd parties.
• Maintain up to date records of all activity being taken in the resolution or progression of logged issues.
• Provide user administration across a wide variety of technical platforms.

Requirements:

• Windows 10 & Office 2016 and above
• Active Directory (AD Manager Plus)
• User administration across IT systems.
• Office 365
• ITIL Foundation minimum (preferred)
• Manage Engine Service Desk (ITSM Tool) or anything similar