Clarks

About Clarks

Our Operation teams are focused on delivering excellent IT services to our 2500 internal global customers. We concentrate on Service Desk provision (1st and 2nd line) as well as managing IT Change Lifecycles and our customers IT assets. We ensure our devices are compliant, secure, supported, built to a global standard with fast and agile responses to issues. About the Role As an IT Service Specialist you will be integral to supporting our 1st line team, building and managing devices running Windows 7, Windows 10 and Apple Macs. Reporting to a Team Lead within the Service Desk function you’ll troubleshoot and resolve issues working within an ITIL framework. Whilst the role is based in Street you’ll also be supporting other UK and European sites as well as working collaboratively with our Service Desk teams in America and APAC. Some international travel may be required in addition to working as part of an on call team. You’ll be part of our longer term strategy to embed and maximise our Microsoft 0365 services and start to move away from traditional technologies which will be led by our Computing and Infrastructure Service Teams. Collaborative working is very much part of how we operate as we utilise Agile practices and processes to delivery projects and continual improvements. You will: Be the first point of contact for fielding questions, calls, emails from the business in order to log, troubleshoot, resolve and escalate issues; Accurately record all incidents into the IT Support Tool and be accountable for the information collected and recorded in response to contact from a user(s); Work closely with colleagues across the globe to act as a truly Global Helpdesk, offering seamless support. Document and share processes and training materials which are of benefit to your colleagues globally. Work with support teams to make escalations where appropriate, whilst keeping track of high priority problems, and owning them through to resolution. Communicate with colleagues, stakeholders, and users to keep the business informed of progress throughout the lifecycle of a problem. Manage your time affectively to ensure availability to log and resolve/deliver incidents and requests for services in line with the volume your colleagues ae logging. Ensure Incidents are logged and resolved without delay by the relevant support teams, based on the information you collect and pass on. Use your knowledge, communication, and incident history to make appropriate escalations, helping to ensure incidents are resolved within SLA. Ensuring that high priority incidents logged by you are kept up to date, so that the team can provide updates on issues. About you This role is all about communication and teamwork: understanding the problem and providing solutions. This means understanding cultural differences and more importantly adapting your service for when dealing with colleagues in different countries. Asking questions to identify the issue you will then put your IT knowledge to work; this should cover Active Directory and either incident management or CRM systems. Experience in IT or customer service would be an advantage, but it isn’t essential. You will also need an awareness of IT security as you will be handling sensitive data. You’ll be the kind of person who can deal with everyone from suppliers to stakeholders. Great communication skills are essential for working with a range of stakeholders globally and with our third party suppliers. You’ll need to be confident in producing and maintaining documentation which is critical in helping our teams around the world work together to shared standards. Life with us Every 60 seconds, 105 pairs of Clarks shoes are sold globally. That makes us a £1.6 billion business and a truly worldwide brand. We now have some 15,000 employees across 75 different countries – everywhere from Europe to the Americas. Despite being the world’s biggest everyday footwear brand (by sale volume), we’re still owned by the Clarks family and based in Street, Somerset – where the Clarks business began. Street is the nerve centre of our business, driving growth and the whole Clarks success story. The benefits As well as development opportunities, pension and a competitive salary, you’ll also enjoy a variety of benefits. These range from 25 days’ holiday (plus bank holidays) to discounted healthcare. And, as everyone loves new shoes, you’ll also get a very healthy discount on our products. We love hearing from great people Visit us at clarksjobs.com, follow us on Twitter and become a fan on Facebook. Just look for @JobsatClarks Clarks International believes that the principle of equality of opportunity is fundamental to the company's operations. Our long held aim is to provide just and fair treatment for all employees. We will not discriminate on the grounds of sex, age, disability, marital status, colour, race, religion, ethnic origin, sexual orientation or gender reassignment Contract length: 6 months Job Types: Full-time, Temporary

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Legal Form: Ltd

Company Type: Private

Company Size: 5001 - 10000

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