Jobs in Go!

The Support Analyst is responsible to provide of a single point of contact for customers to log, track, manage, resolve, escalate and close incidents reported to the Service Desk The Support Analyst is responsible to provide of a single point of contact for customers to log, track, manage, resolve, escalate and close incidents reported to the Service Desk and to ensure the achievement of required service level targets.Provide 1st line support according to defined service level agreementsAdminister the Service Management system efficiently and effectivelyBuilds good customer relationships by providing ongoing support and resolution of queriesContribute to a continuous improvement plan and update knowledge database and training material to enable collaboration within the organisationEffectively manage self to deliver on agreed individual objectives 3 year IT related degree (advantageous)Certified in ITIL 3 (advantageous)Certified in Prince II (advantageous)Certificate in Call Centre Operations (required)1 years in a service desk / help desk / support analyst roleStakeholder managementSLA managementDriving and enabling changeExcellent written and verbal communication skillsMulti-taskingQuery handlingTime managementGeneral IT infrastructure knowledgeKnowledge of IT Service Management principles and frameworks (ITIL 3)Knowledge of relevant IT best practice in a retail environment (especially with regards to Service and Operational Management)Some understanding of complex IT environment (technical, security, business)Knowledge of retail industry modelsMS Office proficiencyIndepth knowledge of JD Group policies, practices, processes and systemsUnderstanding of the JD Group and HR operating model and value chainExpress and implied ethical responsibilitiesPersonal resilienceEnergy and driveCustomer orientationTeam playerExcellence orientationInnovativeAnalytical Apply Now

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Jobs in Go!