IT Service Specialist (1st Line Helpdesk)

Role Title :
IT Service Specialist (1st Line Helpdesk)
Type of Role :
Hours (Specific) :
38 Hours
Salary & Benefits :
Location :
Street, Somerset, UK
Closing Date :
Job Advert :

About the Role

As an IT Service Specialist you will be an integral part of our busy 1st Line Service Desk support team (the IT Helpdesk) based in Street (UK), with the possibility of occasional home-working on a rota. The IT Helpdesk is a key IT contact-point for Clarks globally, here you will troubleshoot a variety of IT issues with the aim of a fast response and first-line-fix. You will also perform many duties to administer user accounts, communicate with stakeholders, advise and assist users with hardware and software setups, log Incidents and Service Requests and assign calls to 2nd and 3rd line support teams.

Reporting to your Team Lead within the global Service Desk function, you will work closely with your teammates to troubleshoot, record and resolve Incidents, along with logging and carrying out Service Requests, in accordance with the ITIL framework and Service Desk processes. Within this Street HQ role, you will also help to support our UK and European sites, as well as work collaboratively with our Service Desk teams in America and APAC.

Your team is part of our broad strategy to embed and maximise our Microsoft Office 365 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 deliver projects and continual improvements.

About you

Strong Customer Service background, along with IT experience and an interest in working with computers and associated technologies. An enthusiasm to explore and learn about new software and computer systems. Able to accurately follow detailed documentation and processes and work as a team-player to successfully achieve our ever-evolving Service Desk goals.

Excellent methodical problem-solving skills, an accurate and keen eye for detail, calm under pressure and enjoys new challenges.

Confident working with Microsoft Office applications and flexible within the role to shift focus along with the demands of IT and the business.

Excellent verbal and written communication skills that are essential for working with a wide range of global stakeholders and third-party suppliers.

About Clarks

Clarks, based in Somerset, England, has been at the forefront of innovative shoemaking since its foundation in 1825, when brothers James and Cyrus Clark made a slipper from sheepskin off-cuts. At the time it was ground-breaking; a combination of invention and craftsmanship that’s remained at the heart of what the brand does now.

In the Clarks archive of more than 22,000 pairs are shoes that have sparked revolutions and defined generations. From the original Clarks Desert Boot, first designed by Nathan Clark and launched in 1950 to the iconic Wallabee, each design has an instantly recognisable signature – a unique combination of craftsmanship and innovation that make it unmistakably Clarks.

Underpinned by a rich heritage and strong values, Clarks is a leading global footwear brand serving millions of consumers across the world, operating retail, wholesale, franchise and online channels in over 100 markets worldwide supported by nearly 6,000 employees across the world.

In February 2021, Clarks entered a new chapter in its history as it formed a partnership with LionRock Capital, positioning the iconic footwear brand for future success as it enters its third century.

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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.

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