service desk analyst United Kingdom
Job description
About Skechers
A multi-billion-dollar, award-winning global brand, Skechers designs and develops lifestyle and performance product known for style, innovation, quality and comfort.
With international business representing more than half of its total sales, Skechers has product available in more than 170 countries and significant opportunities for continued expansion worldwide.
As an IT Service Desk Support, you will provide excellent global technical support, advice, and resolutions of IT issues for end-users, across all levels of the Company via the Service Now portal, remotely and face to face.
As part of the role, you will collaborate and work closely with the USA IT Service Desk Support team supporting your global colleagues. You will manage work between regions to cover calls and incidents outside of regional office hours.
To provide global support, you will be required to work shift patterns and may be asked to work weekends (9 am-5:30 pm).
The IT Service Desk Support duties and responsibilities will consist of but not limited to:
- Respond to telephone calls, emails and Service Now requests for technical support.
- Create, track and monitor problems to ensure timely resolution.
- Escalate issues to the appropriate group when needed.
- Identify, research and resolve problems reported by end-users.
- Support Aptos Retail POS System.
- Write tickets and assign jobs to the appropriate IT personnel.
- Administer user accounts.
- Install, configure and troubleshoot hardware and software, including portable and handheld devices.
- Document procedures in order to use them in our knowledge base.
- Own issues until job completion.
Core skills as an IT Service Desk Support
- Excellent customer service and problem-solving skills.
- Detailed oriented with the ability to multitask in a fast-paced environment.
- Self-starter with a high level of initiative and a strong sense of ownership and urgency.
- Capable of learning quickly with a strong work ethic.
- Flexible to manage the demands of the role and the ability to take on new challenges.
- Exceptional communication skills with the ability to work cross functionally and develop relationships.
- Good working knowledge of networking. #
- Experience in hardware and software installations, configurations, and troubleshooting, including handheld devices.
- Experience in Retail Point of Sale is desirable.
- Proficiency in all Windows OS/10, MS 2007/2010/2013, Server 2016/2019, Office 365, and various e-mail clients.
- Desired experience in Active Directory user administration, Macintosh, SQL, and Linux.
- Experience with Help Desk/end-user support experience.
- Relevant degree or proven years of experience in similar role.
- English language is essential with other languages an advantage.
What you will get
- Full Time /permanent including weekends, 9am-5:30pm
- Competitive Salary
- Free onsite parking
- 25 days holiday (plus bank holidays)
- Product discount
- Group Personal Pension
- Group Income Protection
- Group Life Assurance
- Employee Assistant Programme
Reasonable accommodation may be made to enable individuals with disabilities or health conditions, who are otherwise qualified for the job position, to perform the essential functions as detailed above.
If this sounds like the perfect role for you, please click to apply, and visit about.skechers.com for more details on Skechers.
We are an equal opportunity employer and are fully committed to a policy of treating all our employees and job applicants equally and avoiding discrimination at work.
