Agile Tester - Ecommerce (Software Testing, Test, Tester)

River Island are looking for a 1st Line Support Advisor

River Island is one of the UK's most exciting and evolving brands on the High Street, with over 300 stores worldwide, as well as a growing international presence. With over 50 years of fashion retail experience we are one of Britain's largest and most successfully privately owned companies.

Our Head Office is based in West London and is an exciting and dynamic place to work. On site there is a subsidised gym and restaurant for all staff to enjoy.

1st Line Support Advisor

Role Profile:
We are currently looking for a 1st Level Support Advisor to join our fast paced service desk! Reporting to the Team Leader, you will be supporting with the overall ownership of the IT 1st level Support function for the user base within the company.

Key responsibilities will include:
• Provide 1st line support to River Island head office staff, field staff, distribution centre and stores
• Provide 1st level support for all the printers in the building
• Monitor all types of system monitoring, react if problems are detected.
• Monitor the status of the company's network, identify if any part goes down and log calls with third parties.
• Manage, plan and monitor workload to ensure all department tasks are completed to a high standard in a timely fashion
• Understand fully and use all available system reports to effectively manage workload, quality and department productivity
• Ensure knowledge from across the IT function is fed into the Support team to improve support to end user.
• Ensure all information and documentation provided to Support team is correct and up to date.
• Maintain a consistent format to all procedures by using the approved standard layout, formatting and language
• Maintain all communications between IT and the business, communicating to the user on progress resolution and feeding back to IT
• Manage all issues reported to the department, following the correct management escalation path in the case of high impact issues
• Highlight any service failures to implement procedural change and / or problem management to reduce risk
• Ensure department operational level agreements are met by setting priorities, targets, managing expectations and escalation of calls to Head Office departments.
• Analyse assigned call and contact patterns to assess root cause of issues to reduce the number of instances
• Constantly monitor and review existing processes, documentation, verbal communication on 1st level to improve the service to the business
• Review and feedback on company process that are creating unnecessary contact volumes.
• Support with assigned small ad-hoc projects

Suitable candidates must demonstrate the following:
• Previous 1st line IT support experience, supporting a high volume of end users (2000+ users)
• Experience of incident management, and working to strict SLA's
• Excellent communication skills both verbal and written, with the ability to influence at all levels
• Strong organizational skills with the ability to prioritise/multi task
• Ability to work proactively, under pressure and to tight deadlines
• Resilience and flexible to changing priorities