More about the role

You will be responsible for;

• Triage and resolve incidents and complete service requests from all areas of the business at first point of contact

• Own the incidents and service requests with the aim of not referring calls to second line support unless absolutely necessary

• Consulting with other teams to resolve incidents & increase the first time fix rate of the team.

• Maintain an effective working knowledge of incident resolution across all areas in order to maximise customer service and call resolution

• Escalate high priority incidents to both internal and external teams, in line with New Look’s incident management processes

• Taking end-to-end ownership of incidents & service requests, ensuring accurate and timely updates are maintained in our service management tool for customers to view

• Processing requests for access and the addition of new groups or users in a timely manner

• Assisting in the investigation and resolution of issues relating to system access

• Keeping and maintaining accurate access control records, working documents and databases

• Complete all mandatory training as a minimum to ensure you have the right knowledge and skills and look to enhance your own experience

• Have a reasonable understanding of IT security so that you are able to advise customers around any issues they raise and escalate as necessary to the IT security team