Description:
Providing operational and technical support to Kurt Geiger colleagues and assisting the Senior Support Analysts and SDMs in the effective running of the department. The role will start off with 5 days in the office until trained up and then will be split between office attendance and remote-based cover.
Your duties and responsibilities in this role will consist of:
Support Desk
- Provide expert assistance to Kurt Geiger employees, troubleshooting, diagnosing, and resolving complex issues.
- Work closely with DevOps, Warehouse support, and Ecommerce teams to deliver support.
- Monitor, triage and manage assigned and unassigned tickets, ensuring timely updates and resolution within agreed SLA where defined.
- Provide support for queries and issues that arrive via email, phone and walk-ups and ensure a ticket log is recorded.
- Work closely with third-party suppliers and service providers to ensure prompt resolution of incidents and requests.
- Act as a first escalation point for incidents and issues, ensuring appropriate steps are followed for security incidents or serious outages.
- Process starters, leavers, and amendments in a timely manner and within SLA where defined.
- Identify opportunities and assist in the implementation of recommendations to reduce or remove common support issues through training, technology, or improved processes.
- Contribute to the delivery of IT projects where assigned, ensuring deadlines and milestones are met.
Technical Support
- Build, configure and install hardware, software and networks for users, stores, and offices.
- Monitor, respond and escalate business affecting system events such as disk usage, network outages, servers down, and security breaches.
- Use current security software and systems to ensure a safe technical environment for KG systems and their users.
Qualifications:
- 5 GCSEs grades A*-C/9-4 or equivalent (including English Language and Maths).
- BTEC National Diploma or National Certificate at a Merit or Distinction or A2 (A level) in Computing desirable.
Personal Skills Required:
- Ability to multi-task whilst under pressure.
- Excellent written and verbal communication skills.
- Excellent customer service.
- Demonstrate excellent problem-solving skills and solution identification.
- Ability to work on their own initiative with minimal supervision.