Service Desk Analyst

Service Desk AnalystDepartment: Operations
Employment Type: Permanent - Full Time
Location: Head Office, Chelsea House
Reporting To: Aram Assadourian

DescriptionWe're a much-loved brand with an exciting future. Our Islanders are a diverse bunch of bright, talented people who love working together – and are proud of the work they do. Progression here can take you in all kinds of directions.
This is what a career at River Island is like. And this is where yours starts.

What We Are Looking For...The Service Desk Agent is responsible for providing technical support to end-users of computer hardware, software, and internal systems. The main purpose of this job is to ensure that all incidents and service requests are resolved in a timely and efficient manner, while maintaining a high level of customer service satisfaction. The Service Desk Agent will be the first point of contact for all IT-related inquiries and issues, and will be responsible for capturing, tracking, and resolving incidents and service requests within established service level agreements (SLAs).
As a Service Desk Agent, you will provide IT support to users at our West London HQ, all River Island stores, Distribution Centre, and users who work remotely.

Key AccountabilitiesIncident Management: Capturing, tracking, and resolving incidents reported by end-users. This includes logging all necessary information, prioritizing incidents based on severity and impact, and ensuring that incidents are resolved within established service level agreements (SLAs).Service Request Management: Responsible for fulfilling service requests submitted by end-users. This includes providing support for all internal end user systems.Technical Support: Responsible for providing technical support to end-users for a variety of IT-related issues. This includes troubleshooting hardware and software issues, diagnosing network connectivity issues, and providing guidance and assistance to end-users.Customer Service: Responsible for providing exceptional customer service to end-users. This includes maintaining a positive, professional demeanour, actively listening to end-users' concerns, and providing timely updates on the status of their incidents and service requests.Documentation: Responsible for creating and maintaining knowledge base articles and documentation to assist end-users with self-service support. This includes documenting incident resolutions, creating user guides, and updating policies and procedures as needed.Collaboration: Collaborate with other technical teams to resolve incidents and service requests that cannot be resolved by the Service Desk alone. This includes escalating incidents to appropriate technical teams, providing updates on incident status, and working together to resolve issues. Key ResponsibilitiesRespond to incoming support requests via phone, email, Teams, ticketing system, or Walk up to the Tech Bar.Troubleshoot and diagnose technical issues related to desktops, laptops, printers, mobile devices, software, and basic network connectivity.Escalate incidents to appropriate technical teams when necessary and follow up until resolution.Provide timely and accurate updates to end-users on the status of their incidents and service requests.Create and maintain knowledge base articles and documentation to assist end-users with self-service support.Monitor and maintain IT systems, including antivirus, backups, and patches.Participate in IT projects and initiatives as assigned.Provide exceptional customer service and maintain a positive, professional demeanour always. Qualifications, Experience and CompetenciesWe are seeking an experienced IT Service Desk Agent with a strong knowledge of basic ITIL framework to join our team. The successful candidate will be responsible for providing first line support to a high volume of end users in a fast-paced and dynamic environment.
The ideal candidate will have previous experience working in a similar role, particularly in a retail environment supporting store staff, infrastructure, and hardware. Knowledge of the Agile methodology is also preferred.

Key Qualifications and Experience:Knowledge of the ITIL Framework.Previous 1st line IT support experience (preferred) supporting a high volume of end users in a high-pressured environment.Retail experience supporting store staff, infrastructure, and hardware.Knowledge of the Agile methodology (preferred). Key Competencies:Proactive approach to identifying, raising and resolving issues and risks.Flexible and collaborative approach.Setting high personal standards.Builds positive and constructive relationships with colleagues.Proactive resourcefulness in addressing business needs and requirements.Focuses on delivering best possible outcomes and value for the organization and customers.Takes personal responsibility in striving for individual and collective team successes. Key Behavioural Competencies:Required to have prompt, regular attendance in-person and be available to work on-site, in-person both during regular business hours and outside as needed (i.e. evenings / weekends).Customer-focused approach.Works independently without supervision.Proactively provides technical and procedural guidance.Alert to the needs of River Island's end user community.Ability to analyse issues across multiple systems and provide suitable guidance and solutions. This Is For You...Discount - Generous 50% staff discount so you can treat yourself & a bargain staff shop, all onsite!RI Rewards - Reducing Islanders everyday expenses through discounts, benefits, financial advice, wellbeing solutions and more with Reward Gateway!Island culture - We have a free onsite gym, subsidised restaurant & café & various social events throughout the year.Work that stays at work - Flexible working is a given, on top of payday early finishes and Summer Fridays.Family Hub - Every family is unique, we support Islanders with all different family setups enhanced maternity, paternity, adoption & fertility treatment.Giver Island - Give as you earn scheme, a 'Giver Island' day each year and matched funding.Training on the job - Support with upskilling skills through on the job training and qualifications.Pension - A contributory private pension scheme.Parking - Free onsite parking.Holiday - 23 days paid holiday, exclusive of Bank Holidays. With the added option to purchase additional holiday for whatever the need!We mentioned the discount, right?

Keeping You Safe...At River Island we are committed to the safeguarding of all of our employees regardless of age or job role. We will fulfil our obligation under the Prevent duty which seeks to stop extremism and extremist views from materialising in our business.
We promote and encourage the belief in British Values- including democracy, the rule of law, individual liberty and mutual respect and tolerance of different faiths and beliefs.
To find out more, please visit www.gov.uk Every Islander CountsOur Island is made up of a diverse community, where we all belong and feel part of something bigger. We are committed to equality of opportunity and welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will consider flexible working requests for all roles unless operational requirements prevent otherwise.

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