Senior 1st Line Analyst

We are looking to strengthen our growing Service Desk by recruiting a Senior 1^st Line Support Analyst who is interested in playing an active role in developing the team to ensure it provides a mix of exceptional customer service and effective technical support.  

You’ll be responsible for ensuring all escalations are dealt with and kept up to date, working in partnership with the current Service Desk Team leader to answer any queries from the 1^st line team and will be a point of contact between the Service Desk and Management.  

Within the Senior role, you will be tasked with completing standard day-to-day operations but also be proactively looking to prevent and foresee potential issues before they occur. You will be supporting junior team members, being the point of call for escalations, taking ownership for tickets within the team, and working alongside the Service Desk Team Leader to manage new and existing processes and projects.

·       Job Title –  Senior Service Desk Analyst

·       Location – BL9 8RR

·       Working rota – Monday Friday

·       Working hours – 40

What You'll Be Doing:

As a Senior Service Desk Analyst , you'll be doing the following: 

• Acting as a point of contact for technical escalations within first line, working alongside and feeding back to Service Desk Team Leader 
• Managing major incidents, requests and problems
• Providing feedback on trends and outstanding issues to the Service Desk Team Leader.
• Helping understand and implement new technical processes and support across the team.

 

What We're Looking For:

• Excellent communication skills
• Strong relationship building skills
• Strong analytical skills and a high level of attention to detail
• Strong technical ability coupled with practical problem-solving approach

The Company:

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues over 3,400 stores across several retail fascia's in over 30 markets around the world.

We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.

To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Incremental Holiday Allowance
• Staff Discount on qualifying purchases across Group retail stores and online
• Exclusive Colleague Bike Discount scheme
• Discounted Gym membership
• Personal development opportunities to learn and develop at work
• Access to Apprenticeships and accredited qualifications

Interested?

If you are interested in this position, then press the Apply Now button.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

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Last updated on Aug 19, 2024