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Digital Support Analyst
Fashion Industry Company
Greater London, , United Kingdom
Job Details - this job has expired, please see similar jobs below
A BIT ABOUT
With over 1,500 stores and more than 22,000 staff in the UK and Ireland, there’s no doubting the fact that Company is an established powerhouse on the UK high street. Our brands – Burton, Dorothy Perkins, Evans, Miss Selfridge, Topman, Topshop, and Wallis, along with the shopping concept Outfit – all target distinct market segments, each with its own unique positioning and product handwriting and they are an intrinsic part of Britain’s retail DNA. In fact, the Group’s UK success has been so great that it has propelled several of the brands to stake new territories across the globe – there are now over 750 stores and concessions across the brands, in over 40 different countries.
Our Vision:
“Engage and empower our people and our customers with great technology”.
Aspiring to be an Agile first organisation, our talented IT team work tirelessly to provide a seamless internal and external customer experience with the purpose of delivering genuine customer value. Working in close partnership with the brands, the team strive to be a catalyst for business transformation, showcasing industry leading technology solutions with the aim of making Company as well known for how it uses technology as its brands are known for their fashion.
THE ROLE
The role of Support Specialist is to help support the Digital business deliver great experiences to our customers. You will be responsible for providing technical expertise to assist with website data and journey issues, content and publishing problems along with supporting our users in our internal applications. Within this role, the customer (internal & external) is the most important thing and you will work within SLA’s that are designed to ensure that we are always ready and able to provide a great service to them.
WHAT YOU WILL BE DOING
• Provide 2nd line Digital support for all platforms supported
• Liaison with Company Brands, Business Systems, L3 support teams as well as 3rd party suppliers
• Involvement in Project work as required
• Rapidly establishing a good working relationship with other professionals, both internal and external in order to maintain technical environments
• Provide root cause analysis for supported systems
• Liaise and work within an enterprise support group
• Identify patterns and their effect on operation/system availability
• Develop proactive support processes, identify and implement service and technology improvements.
MUST HAVES
• ITIL V3 Foundation Certified or experience of working to ITIL processes
• Good awareness of ITIL framework and disciplines
• Good Technical skills and a desire to further develop them
• Good Incident Management skills, logical approach to problem analysis and proven problem solving skills
• Experience using a call logging systems, such as m (Assyst, t/JIRA etc.)
• Knowledge of SQL database (not essential)
• Knowledge of HTML/CSS/JavaScript
• Experience working with a transactional website
• Experience of digital technologies/systems and how they all work together and working in a systems support team
• Strong problem analysis skills, trend analysis and resolution.
• Out Of Hours Support (rota, 1 in 4 weeks)
• Demonstrable ability to work accurately and clearly to explain technical matters to non-technical users in verbal and written communication
• Experience of working to priorities within a fast paced environment
• Experience working within in an ecommerce environment
THE EXCITING PART
• Generous holiday with holiday trading
• 25% staff discount
• Early finish summer hours
• Access to sample sales
• Regular team and company social events
• Pension scheme
• Company bonus scheme
• Interest free season ticket loan
We regret, due to volume, only suitable applicants will be contacted
You’ll find every Company brand shares the same values. We all start with letting people be themselves. We are informal while professional, and we are all about mixing fun with commercial nous. Throughout your career with us we will help you develop, and give you the chance to influence our future. It's not only our products but our people who drive our success. Our people are at the heart of everything we do.