1st / 2nd Line Support (Helpdesk) / / Online Fashion Retailer

SERVICE DESK ANALYST – £20-25K

E-COMMERCE EXPERIENCE ESSENTIAL

Company information

My client is an international, multi-channel retailer based in Greater Manchester. Their continued expansion into international markets, as well as acquisitions in the UK, is the reason behind their increasing market share and considerable success.

Role details

The company is currently looking for two additional analysts for their Service Desk. The two new recruits will join an existing team of 4 people. The role will see you support the Internal Multi Channel team; the role holder will be required to become the liaison between, end users and internal and external development teams. The role holder will manage internally reported software issues, website issues, web hosting issues and is expected to triage all issues, implement where possible ‘work around’ and feed directly into the development workflow with any changes required.

The role holder is required to own all reported issues, managing them via the internal JIRA system, liaising with external support vendors, internal IT and the development team to ensure the issues are resolved promptly and efficiently.

You’ll be responsible for, and assessed on the uptime and availability of systems, first call resolution percentage, accuracy of data, ongoing monitoring of web and application servers, ad Hoc SQL queries, log, escalate and track support issues with internal and external software and testing of new software releases

Requirements

This requires someone with 2 years or more of experience in a support role, within an ecommerce company. The role needs someone with solid support knowledge of the various systems and networks, as well as eagerness to progress and train in new areas. You need to have a proactive approach to work with a right first time attitude and the ability to get things done. You need to be able to demonstrate good team work. You will have exceptional communication skills both verbal and written.

Advantageous skills

It would be beneficial if you have experience with any of the following:

Fredhopper

Tryzens 2020

NIU

Datacash

Worklight

IBM Web Commerce

Akamai

With the expansion the company is currently experiencing, there are massive opportunities for progression internally. There is the opportunity to be trained on new skills within your field. The company offer a generous benefits package which includes pension, healthcare, 22 days holiday, social events, discounted merchandise, bonuses and regular salary and role reviews.

We welcome all applications irrespective of age, gender or religious persuasion.