Senior Service Desk Analyst

Job Introduction

Are you looking for a new challenge that gives you the chance to provide an added value service? Looking for a company that wants to help further your career in IT, as well as provide you with an exciting, inspiring and fun place to work?

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for!

Role Responsibility

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.​

As a Senior Service Desk Analyst, you will:​

• 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.​

• 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.​

• 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. ​

• 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.​

• 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.​

• 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.​

• Identify improvements through trend analysis and create ways of reducing incidents where possible, helping to decrease call volumes across the Service Desk teams.​

• Ensure all processes are adhered to around change management​

• Working 5 out of 7 days per week, including weekends, with On Call responsibilities.​​

The Ideal Candidate

• 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.​

About the Company

Our Creative Spirit 

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome. 

Our Awards Cabinet 

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign.  

Our Future 

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences. 

The Fun Stuff  

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year. 

Other benefits and rewards include:

• Generous bonus and/or commission scheme 
• Discounted gym memberships Pension contributions  
• Annual travel pass and cycle to work schemes 
• A volunteer day for all team members 
• Access to a wide range of training programmes to help your career development

Selfridges