Retail Support Analyst

Location: Hanger Lane, West London

Hours of Work: 09:30-17:30

Contract Type:

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Retail Support Analyst

Purpose of role:

Provide support for retail and store focused applications and hardware, provide outstanding customer service to the user base within the company, providing support to head office staff, Stores, field staff and the Distribution Centre.

Responsibilities:

Log Incidents into the system for resolution.

  • Manage incidents through to resolution, collaborating with other teams as needed and escalate through incident process where required
  • Escalate any service failures through the incident process
  • Keep all documentation correct and up to date
  • Capture knowledge from across the IT function and feed in to the Application team to improve support to end users
  • Contribute to the development of team procedures
  • Escalate high impact issues with IT management following the agreed escalation procedures
  • Contribute to continuous improvement activities within the team to enhance service levels
  • Execute communication processes to the business from IT
  • Maintain a fit for purpose retail and store focused application environment
  • Maintain a fit for purpose retail and store focused hardware environment

Preferred experience:

  • Excellent knowledge of Microsoft Windows XP, Windows 7, Windows 8 and MAC client operating systems
  • Excellent technical knowledge of PCs, other desktop hardware, laptops and tablets
  • Excellent IT skills, computer literacy and organisational skills.
  • Ability to demonstrate practical troubleshooting and problem analysis techniques with minimal supervision
  • Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing
  • Good attention to detail and ability to show initiative
  • Ability to plan, prioritise, manage and perform under pressure to meet SLAs
  • Excellent knowledge of Customer Service best practice
  • Willing to work flexibly and with enthusiasm
  • Previous experience in a IT support and customer service role
  • Previous experience supporting a Retail focused business
  • Previous experience on Motorola / Zebra Store devices ( MC40 / ET1 )
  • Previous experience using and managing Airwatch MDM
  • Previous experience support Retail J and Enactor POS solutions

 

 

Preferred:

  • ITIL Foundation Certificate

Customer Service Qualification

Apply now