Service Desk Analyst

Service & Support

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What do we do?

We are proud to be a trusted partner for many billion dollar brands and retailers to help them sell more. They trust us to create and consolidate digital online content for them, ensure seamless Brand consistency across international regions and deliver the content to the product pages of hundreds of their most important global retailers.

Our vision

Empowering global Brands & Retailers to sell more by creating, consolidating & sharing engaging digital content & continuously evaluating its impact to maximise sales conversion. Flixmedia is a good place to be.Fun, ambitious, no nonsense people with an appetite for personal and collective success. Flixmedia is a fast growing, global organisation leading the provision of online content solutions for the world’s largest consumer electronics manufacturers and retailers. We offer award winning production of online Augmented Reality experiences as well as the global syndication of Brand produced digital content.

What you’ll be a part of:

A fast-paced environment. Energy is required, but no suit is needed. Everyone is focused on succeeding – for the team, for themselves and for the business. Cross-functionally and throughout the company, everyone has common goals and aspires to be their best. There are many smart and creative people around and you’ll be motivated to pursue your ideals. At Flixmedia we challenge conventional wisdom and refuse to accept that something cannot be done.

Job Role

As a Service Desk Analyst, you will work with the Service Desk team responsible for delivering a ‘best in class’ Service Desk function within Flixmedia, for the benefit of Flixmedia’s internal teams (customers), external brand customers & retailer network. You are stepping into a newly established team, evolving its existing customer support function. A hands-on role, reporting into the Service Delivery Operations Lead, and working closely with the Service Desk Team Lead and all functions within the Business.

You will have end-to-end responsibility for the timely and flawless fulfilment of inbound enquiries to theService Desk, delivering exceptional customer support to our entire customer base. You will also fulfil 1st Line support activities on inbound issues and requests, ensuring all cases are handled in accordance with Service Desk standards, guidelines and procedures.

You’ll be an active contributor, providing ideas for the functional flow, systems and tools underpinning the Service Desk, looking for new ways to help evolve, standardise and automate the Service Desk function with the customer support experience and scale in mind.

The Service Desk operates during UTC/GMT business hours with some out of hours support offered on an adhoc basis for custom jobs, support issues or holiday cover.

You’ll be working with some of the biggest consumer brands in the World, and you’ll need to bring your own special sense of commitment, passion and supreme diligence to the role. Some of your important day to day responsibilities will include:

Experience / Skills & Attributes Essential

Competencies:

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