Support Analyst

KEY RESPONSIBILITIES:
• Recognizing incidents through our monitoring and resolving these incidents.
• Collaborate effectively with internal and external colleagues to resolve incidents that the SA is unable to resolve themselves.
• Uncover and recognize any risks that threaten agreed SLAs, executing relevant mitigation plans for anything approaching an SLA breach.
• Provide reporting to be used in service reviews with clients and internally.
• Attend Service Reviews with clients to discuss previous SLA performance and understand future plans.
• Produce Problem Management reports and support the identification of future improvements for Service Delivery.
• Review reporting that you produce to identify successes and improvements for the IT Operation.
• Recommend and coordinate implementation of changes to ITSM services to improve Client metrics
• Day to day responsibility of owning and resolving issues raised by clients or issues alerted to us through our monitoring solution.
• Reviewing documented processes to resolve incidents to ensure they are up to date and accurate.
• Escalate all major issues appropriately.
• The SA team will need to apply the fundamental tasks of the SA team across all clients on all platforms.
• The SA team will need to be working in shift according to UK times.
Experience & Skills Required
• 1-2 years minimum of relevant experience in Support Analyst, 1st line support role.
• Experience of working in an ITIL environment
• Technical background within Managed Services and IT industry preferable
• Ability to work independently and as part of team in a matrix organization
• Experience working in a fast-paced and dynamic environment in a growing company
• Knowledge working in a support role for any of our platforms (Demandware, Websphere, Magento) high preferable.
Desirable:
• A passion for retail e-commerce
Personal Qualities:
• Excellent English language skills (both verbal and written)
• Good team player
• Highly motivated self-starter and good relationship builder
• Pro-active with a desire to succeed in delivering an industry beating IT Operation
• Must be able to work proactively and in pressure situations