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IT Support Analyst
at ELEMIS London in London (Published at 02-11-2023)
Description
Contract Type: Permanent
Weekly Hours: 37.5
Working as part of the Service Delivery Team to provide a high level of support and service delivery to employees, undertaking analysis, diagnosis, and resolution of incidents and requests. Coverage includes Baker Street, Avonmouth, other remote offices, retail stores, and home workers.
What Will You Do?
- Incident Management – responding to end-user queries (calls, emails, tickets, and alerts), investigating these using troubleshooting skills to identify the root cause of issues, and identifying and implementing fixes. Logging them as tickets into the Service Desk ticketing tool in a complete and efficient manner. Communicating and escalating to other team members or 3rd parties as and when required.
- Provide support and resolution to IT issues and requests at the desk side, via phone, via email, or via other support technologies provided for that purpose. Traveling to remote sites as required.
- Ensure incidents and requests are completed in line with KPI targets and SLA objectives.
- Provide support documentation to colleges and end users to assist with the sharing of knowledge, providing training and upskilling as is required.
- Perform software installations and updates on-site, at remote offices, at retail stores, and at home offices. Either in person, remotely, or utilizing a 3rd party.
- Perform hardware maintenance (builds, upgrades, and repairs) on-site, at remote offices, and at retail stores. Either in person, remotely, or utilizing a 3rd party.
- Maintain the Asset Management Database and track changes.
- Actively promote IT in a positive light.
- Understand and abide by Company and departmental rules, policies, and procedures.
- To carry out other duties as requested by management from time to time.
The Perfect Candidate:
- Qualifications in IT would be advantageous.
- Minimum 2 Years IT experience.
- Experience of 1st line service delivery.
- Experience in troubleshooting IT hardware including printers, laptops, and monitors.
- Knowledge of Service Desk operations.
- Solid experience supporting Windows 10/11.
- Demonstrable experience in delivering exceptional Customer Service.
- Clear communication skills using all media, tailored appropriately for the audience.
- Ability to work under pressure and to agreed target.
- Proven problem-solving skills, with a methodical and logical approach.
- Understanding of the architecture for web/internet applications and their structure.
- Strong Knowledge of Microsoft Office applications in an Office365 environment.
- Experience working to set procedures and auditing requirements.
What we offer you!*
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L’OCCITANE Group products (including L’Occitane, Erborian and more)
- Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
- Generous Holiday Allowance, increasing with length of service
- Company Pension Scheme
- Bonus/Commission Scheme
- Healthcare Cash Plan (with Dental)
- Private Medical Insurance
- Employee Assistance Programme for all Associates and their families
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
- Much, much more!
- Some benefit eligibility is based on length of service or contract type
About ELEMIS
ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market.
A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.
Sustainability is at the heart of ELEMIS’ responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS – Climate, Biodiversity & People Pillars.
We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.
