Retail tech Support Analyst

Our Service Desk aims to provide a friendly, efficient and helpful service to every retail colleague, ensuring all internal processes are followed and that every effort is made to resolve their query at the first point of contact.

We also ensure that third parties are engaged effectively in order to get our in shop technology working as soon as reasonably possible.

As a Retail Tech Support Analyst you will be responsible for the following:

• Professionally managing telephone/self service portal/live chat contacts from our retail colleagues.
• Triage and diagnose reported faults and either support the colleague to first level fault fix or log the task with a 3rd party to ensure a swift resolution.
• Accurately log incidents and ensure all relevant data is captured clearly and accurately.
• Regularly updating incidents logged on the Incident Management System and providing our shop colleagues with a technical solution within Service Level Agreements.
• Escalate incidents where a first time fix is not possible to relevant internal resolver group.
• Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
• Escalate potential service issues initially with Team Manager/Service Desk Senior Manager
• Follow up on calls and chase 3rd party resolvers to meet contractual SLA's
• Respond to all emails professionally.