River Island Careers – EUC HQ Analyst In Luton, UK

Overview

Position Title: EUC HQ Analyst

Company: River Island

Location:  Luton, UK

Job Description:

Reporting to the End User Computing HQ Manager, you will be providing first line IT support to River Island’s varied end user community based in their HQ, their Retail Stores, their product Distribution centre, filed-based teams and to those who work from home. As part of the End User Computing team, you will work in a team of six to provide an outstanding level of customer service by managing Service incidents and Service Requests, triaging, troubleshooting and resolve issues for River Island’s end user community to support and maintain business operations.

Responsibilities:

• Implement agreed procedural changes to reduce future incidents
• Escalate service disruption and service failures through the Incident Management process.
• Collaborating with other members of the team and IT department to seek and provide an excellent level of customer service as needed.
• Ensuring that all issues captured and logged in the appropriate Service Management system
• Identify reoccurring incident resolutions to feed into Problem Management processes.
• Contribute to continuous improvement activities within the team to enhance levels of service.
• Capture knowledge from across the IT function and feed into the Support team to improve support the to end user community
• Incident Management – logging, troubleshooting and resolving services incidents and requests for support.
• Execute communication processes to the business from IT
• Manage Incidents effectively and in an appropriate manner according to best practice and local policies.
• Maintain all relevant Servicedesk documentation in line with departmental policies and procedures.

Requirements:

• Foundation level ITIL or knowledge of ITIL
• Ability to work proactively, under pressure and to tight deadlines
• Resilience and flexible to changing priorities
• The ability to communicate affectively and confidently at all levels of the organisation.
• Experience and knowledge of the business with a genuine desire to pursue a career within IT
• Live within commutable distance to Head Office (Chelsea House)
• Excellent interpersonal, verbal and written skills
• Strong organizational skills with the ability to prioritise/multi task