Boohoo Careers – Servicedesk Analyst I N Manchester, England,UK

Overview

Position Title:Servicedesk Analyst

Company:Boohoo Group PLC

Location:Manchester, England,UK

Job Description:

To provide service excellence through resolution or technical escalation of incidents and requests within the Boohoo group service desk from either internal portal logged issues or telephony based interaction with the user base.To ensure all tickets are managed appropriately inline with incident and request management procedures and in-line with SLA’s and KPI’s.

Responsibilities:

• Provide 1 st line support to the Boohoo Group user base and 3 rd parties.
• Resolution of 70% of all tickets assigned.
• Maintain up to date records of all activity being taken in the resolution or progression of logged issues.
• Provide user administration across a wide variety of technical platforms.
• Escalate appropriately and within work flows, highly technical or sensitive issues to the
• Call logging of issues and requests with 3 rd party suppliers.
• Review and creation of Service Desk based documentation to improve 1 st time fix rate and/or speed of resolution for incidents and requests.

Requirements:

• Active Directory (AD Manager Plus)
• Windows 10 & Office 2016 and above
• Office 365
• User administration across IT systems.
• Manage Engine Service Desk (ITSM Tool) or anything similar
• ITIL Foundation minimum (preferred)