IT Service Desk Analyst

Something Extraordinary Every Day™

As our IT Service Desk Analyst, you will provide 1st and 2nd line IT support to all Value Retail employees across nine retail villages in Europe.

This role is being offered on a 6 Month Fixed Term Contract Basis.

About the role

• Handle all telephone calls, emails, self-service and personal visits to the IT Service Desk.
• Ensure all incidents & service requests reported are logged and updated in the IT Service Management Tool.
• Undertake initial diagnosis, categorisation and prioritisation of all incidents and service requests and perform first line resolution where applicable.
• Escalate unresolved incidents to internal resolver teams and 3rd party suppliers.
• Responsible for keeping end customers notified and informed on the status and progress of incidents and requests in a timely manner.
• Proactively monitor ticket queues within ServiceNow to ensure all tickets are updated and resolved within the defined SLA, and ensure the Service Desk Manager is notified of SLA failures.
• Ensure that a high level of customer service is consistently delivered.

Role requirements – all about you

The you are passionate about fashion and style, and able to curate an elevated experience in the village, leveraging both tactical and positioning moments.

• Customer led mindset.
• Ability to handle incidents and problems with innovation and creativity.
• A passion for providing an exceptional service to customers and continually improving.
• Previous experience of working in a Service Desk environment.
• Qualified to ITIL v4 Foundation Level or equivalent skills knowledge.
• Excellent organisational, communication skills and telephone manner.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 11 and Office 365
• Experience in using and troubleshooting Microsoft Outlook & Exchange within a network environment (permissions, calendar sharing, delegation, groups etc.).
• Experience in supporting and administering iOS devices.
• Knowledge and experience in supporting MacOS operating systems and related hardware.
• Experience in administering remote access software e.g., LogMeIn.
• Experienced in network troubleshooting with WAN, LAN, WiFi, Video and Audio conferencing.
• Flexible in approach, willing to work between 07:00 - 18:30 on weekdays Mon-Fri, weekends and evenings as part of an on-call rota

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

What we do for you

The key to our success is the quality and commitment of our people.

In return for your dedication and hard work, you’ll receive a generous salary and along with a competitive benefits package.This includes extra leave on your birthday and if you are getting married or moving, discounts throughout our villages, a very generous employee referral bonus, access to private medical and dental cover, along with many more benefits!

Come and live your story with us

We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen. We have huge ambition for what we can achieve together and we want to have fun!