
Website Holland and Barrett
Job Description:
Holland & Barrett is one of the nation’s most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
Job Responsibilities:
The Service Analyst will be an integral part of the IT Operations and Services function, where key responsibilities include:
- Providing a first class technical IT Service Desk to all H&B colleagues, serving as the first point of contact for customers, taking end to end ownership for incidents and ensuring colleagues have sufficient equipment to perform their roles.
- Ensuring that second line incidents are investigated and promptly escalated where required.
- Working closely with fellow Service Desk team members and the Service Desk Manager to highlight key issues experienced by wider H&B colleagues and work towards developing standardised solutions.
- Providing remote support and fixes.
- Ensuring that first line incidents are resolved quickly and efficiently.
- Logging all tickets for incidents or requests that are reported.
- Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident Sla.
- Owning incidents and escalating them where necessary to them through to resolution (i.e. escalating desktop related issues to the Desktop
- Support team, ensuring a positive experience for H&B colleagues)
- Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.
Job Requirements:
- Strong interpersonal and customer service skills.
- Excellent analytical/troubleshooting skills.
- Concise written and verbal communication skills.
- Self-managed with ability to work unsupervised.
- Quick to learn.
- Commercial experience working in a service management function.
- Experience of working in a regulated environment.
Job Details:
Company: Holland and Barrett
Vacancy Type: Full Time
Job Location: Birmingham, England, UK
Application Deadline: N/A
careerstrivia.net