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URBN - IT Support Analyst - POS - Level 2

  • Location
  • London
  • Salary
  • Competitive salary plus benefits
  • Job Advert Description
  • JOB TITLE:            IT Support Analyst - POS - Level 2                            

    REPORTS TO:      Senior Technical Analyst  

    The IT Support Analyst - POS - Level 2 position is accountable for day to day operations and support of all level 2 activities surrounding incident management and delivery SLA’s for all retail stores.

    Role & Responsibilities:

    • Responding to all incident requests from stores and business partners to meet or exceed established Service Level Agreements (SLAs)
    • Maintaining day to day contact with team members for store trends
    • Managing continuous improvement methodologies in day to day policies and procedures with other IT Support teams to provide decreased incidents from retail stores.
    • Being customer-focused with the ability to remain positive & professional in difficult situations
    • Being dependable, flexible and showing a strong work ethic
    • Being the face of the Store Support Team to all stores in the designated region
    • Taking part in an on call rotation.
    • Support on Store Openings.
    • Communication with the US Teams.
    • European trips required.

    Required Skills:

    • 1-2 years’ experience in an Store IT Support Role.
    • Basic understanding of Windows/Apple OS.
    • Excellent problem analysis skills
    • Ability to function as an individual in a fast paced support environment
    • Be able to manage multiple manufacturers to meet warranty and maintenance agreements
    • Excellent oral and written communications
    • Ability to work as part of a small team and meet service levels as published
    • Retail Experience required.

    Personal characteristics:

    • High sense of pride in driving issues to resolution, ownership in delivering excellent service and proactive approaches to trending issues with recommendations for resolution
    • Enthusiasm about problem solving
    • Must be a team player
    • Must have personal commitment to excellence and integrity
    • Exhibits strong personal and moral character