IT Retail & OMS Analyst Tapestry Europe | Coach | Kate Spade New York | Stuart Weitzman

• Jul 2021 - Present

Retail Application Service Analyst

• Nov 2019 - Jul 2021

 Providing assistance to users when problems with EPOS and associated systems or hardware occur. Diagnosing problems with software applications and networking. Providing initial troubleshooting for both hardware and software issues and acting as a conduit for two-way communication between the users and the service desk. Investigating incidents and fulfil Service Requests (both hardware and software) within agreed SLA’s and where appropriate pass to or escalate to 3rd parties or internal departments within IT. Maintaining the EPOS database, changing day to day prices, products and promotions, annual price increase, delist and addition of products. Engaging in Retail Project on the implementation of the new till and back office computers’ software OS and its Microsoft Dynamic AX software providing insight and technical expertise as appropriate. Perform monitoring of Retail services as required and take a pro-active approach to deliver quality support services. Working within the ITIL framework to drive the continued improvement of services and ensure that agreed SLA’s are adhered to. Providing on-call services at weekends covering agreed hours and in accordance with an agreed rota. Ensure availability to provide an initial response within 30 minutes. Show less

Service Desk Analyst

• Sep 2017 - Nov 2019

 Answering calls coming directly to the K&T Service Desk both internally and externally. Receiving questions and issues from other routes including walk-ins, voicemail, email and portal. Record all incidents/service request progress and actions within Case Management System (Cherwell) and ensuring they are fully documented and accurately categorised. Resolving incidents where possible or use escalation points to ensure timely resolution to end user. Record all service-related progress and actions within the Case Management System and keep Line Management informed of progress, risks and issues. Maintaining K&T Service Desk knowledge base. Show less

IT Help Desk Analyst

• Sep 2016 - Dec 2017

 Providing 1st point of contact in Italian, Spanish and English languages to Primark stores in the UK, USA, Italy and Spain in relation with IT and telecommunication issues.  Product support and maintenance (hardware and software) diagnosing and solving faults through communication with customers or direct intervention via remote tools.  Technical incident management (call logging, troubleshooting, escalation)  Familiar with ticketing system, OEM, SQL, FTP and Windows server 2003  Providing 1st point of contact in Italian, Spanish and English languages to Primark stores in the UK, USA, Italy and Spain in relation with IT and telecommunication issues.  Product support and maintenance (hardware and software) diagnosing and solving faults through communication with customers or direct intervention via remote tools.  Technical incident management (call logging, troubleshooting, escalation)  Familiar with ticketing system, OEM, SQL, FTP and Windows server 2003