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IT Senior Support Analyst - London

As TJX Europe, our European businesses include TK Maxx in the UK, Ireland, Germany and Poland, and HomeSense in the UK. Our stores offer shoppers a huge range of brands with up to 60% off recommended retail prices. Our team of buyers deals directly with thousands of designers and brand owners all over the world. And then we pass the savings onto our customers.

The IT Senior Support Analyst role is vital in supporting the smooth running of Head Office systems for TJX Europe supervising the day to day operations of support teams.

As allocated by the IT Operations Manager this role can be responsible for the following areas:
• Supervise the day to day operations of support teams.
• Supervise the daily interaction, flow and escalation with support teams (in house and outsourced).
• Detailed high level knowledge of support procedures and overall ITIL Service Management Foundation practices.
• Formulation of scheduling and resource management for the team.
• Schedule the team(s) to support weekends, out of hours and projects etc.
• Leading the creation of team and individual objectives as well as development plans.
• Lead Continual Service Improvement via the use of key performance indicators and trend analysis to improve the support model on the whole.
• Accountable for the measurement, reporting and achievement of the 'Service Level Proposals' or 'Service Level Agreements' with the business groups.
• Responsible for the communication of 2nd level support regarding the day to day operations and projects to both the business and internal IT groups.
• Incident and Problem Management
• Distribution of the workload among the support team(s), and management of the incident ticket queue.
• Work in conjunction with global counterparts and teams to streamline processes and gain efficiencies.
• Manage incident, support and vendor performance communication as agreed with the business and IT Management, including incident reporting and escalation where appropriate.

The following skills are required:
• A strong technical understanding of windows based retail systems.
• Experience within IT within a similar role.
• Experience of working within retail IT environment.
• Excellent organisational and communications skills.
• Experience within an ITIL service environment, and strong knowledge of ITIL Service Management.
• Highly focused on achieving or exceeding expected service levels to customers.
• Experience of leading 1st and 2nd line support teams.
• Experience of supporting a mixed technology environment.
• Able to travel as required.
• ITIL v3 Foundation certified
• Six Sigma Yellow Belt certified or higher

We offer excellent career development opportunities and give each individual the scope to grow and be a part of our success. If you would like to be a part of something very special then please apply today.Link megjelenítése" width="0" height="0" />
Munkavégzés helye London
Kategória Külföldi munka
Régió Külföld
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