Reed
Digital Support Analyst
- Job Type: Contract
- Location: South London
- Day rate: Negotiable
We are seeking a Digital Support Analyst to join our dynamic team. This role is crucial for ensuring the effective logging, monitoring, and resolving of Digital Support tickets, involving close liaison with in-house development teams, Business Analysts, and customer support teams across various European locations. You will play a key role in delivering exceptional digital support focused on customer service, adhering to company standards, and meeting agreed SLAs.
Day-to-day of the role:
- Deliver day-to-day operational support to ensure systems and services are running effectively.
- Monitor performance, identify issues, and coordinate resolution efforts with internal teams and external partners.
- Support incident management processes, including triage, escalation, and effective communication.
- Collaborate with cross-functional stakeholders (e.g., IT, Digital, CRM, Martech, Vendors) to resolve issues and deliver improvements.
- Analyse trends and data to identify recurring issues and recommend proactive improvements.
- Contribute to projects, releases, and system enhancements, ensuring smooth implementation and business readiness.
- Document processes, controls, and procedures to support operational consistency and knowledge sharing.
- Ensure compliance with internal policies, standards, and service level agreements (SLAs).
- Support continuous improvement initiatives, including automation and process optimisation.
Required Skills & Qualifications:
- Proven experience in IT support, preferably within a retail business.
- E-commerce experience with knowledge of relevant systems such as Oracle, Azure, Hybris, Siebel, Adobe Campaign, and Data Warehousing.
- Strong problem-solving and analytical skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with ticketing systems (e.g., TopDesk, Jira) and incident management processes.
- Excellent communication skills, both written and verbal.
- Good understanding of data analysis and reporting tools is desirable.
To apply for this job please visit www.reed.co.uk.
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