Senior Service Desk Analyst

Senior Service Desk Analyst

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

  • Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or working remotely 

  • Generous annual leave that increases with length of service 

  • Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

  • Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

  • Defined pension contribution scheme  

  • Generous bonus and/or commission scheme  

  • Enviable team member discount including sale previews and double discount days 

  • Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

  • Subsidised gym memberships  

  • Annual travel pass and cycle-to-work schemes  

  • A sustainable car salary sacrifice scheme 

  • Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

  • Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

  • Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

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

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   


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. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 



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