Senior Service Desk Analyst

Job Introduction

Are you looking for a new challenge that gives you the chance to use your knowledge of the business to take IT to the next level?  Looking for a company that wants to help further your career as well as provide you with an exciting, inspiring and fun place to work?  

If the answer to all of these questions is ‘yes’ then you’re just the kind of person we’re looking for!

A bit about the role

As a Senior Service Desk Analyst, you will work within our service desk team based in Leicester.

As a Senior Service Desk Analyst you will:

•Take ownership for incidents and requests that Service Desk Analysts cannot resolve

•Coordinate Major Incidents

•Sit at the front of IT Operations in ensuring Incidents and Requests are completed to the highest standard and meeting agreed timescales

•Be responsible for keeping the knowledge base up to date and accurate

•Work alongside our 3rd parties and prioritising their work to meet SLAs

•Ensure all records are kept up to date through the life of incidents within the ITSM tool

•Translate issues to team members across the business in language they understand

•Escalate incidents that cannot be resolved at a Senior Service Desk Analysts level, ensuring they are resolved within SLA

•Undertake and support with the ongoing training and development of Service Desk Analysts

•Continue to help shift left and transition support into the Service Desk function

•Identify and escalate problems, to reduce and remove repetitive incidents

•Identify and highlight opportunities for improvement

•Be required to working 5 out of 7 days per week, including weekends and on call requirements

A bit about you

A bit about us

Our creative spirit

We are more than a shop. We are a social space where culture and commerce collide to release an energy that we call the Selfridges spirit. We are here to make our world brighter, and everyone is welcome.

Our awards cabinet

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. 

Our future

Since 1909 we have been at the forefront of retail and today our stores in London, Manchester and Birmingham – alongside selfridges.com and the Selfridges App – continue to redefine the way we shop and socialise. As a Selfridges team member, you will learn what it takes to consistently drive innovation, success and amazing customer experiences.

THE FUN STUFF

There are lots of reasons to be excited about joining Team Selfridges – from our fantastic team member communities to volunteer days and behind-the-scenes Selfridges experiences throughout the year.

Other benefits and rewards include:

• Generous bonus and/or commission scheme

• Discounted gym memberships

• Pension contributions 

• Annual travel pass and cycle to work schemes

• A volunteer day for all team members

• Access to a wide range of training programmes to help your career development