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Date: 12-Oct-2017

Location: Watford, Greater London, GB

Company: TJX Companies, Inc.

Variety and Challenge. Growth and Opportunity.

In the retail business, we move fast. We’re always adapting, evolving and innovating. And the fast pace brings variety and challenge, along with continued growth and opportunity.

Explore career opportunities at TJX, a Fortune 100 company and the world’s leading off-price retailer of clothing and homeware worldwide. Our retail chains include TK Maxx in the United Kingdom, Ireland, Germany, Poland, Austria and the Netherlands, as well as HomeSense and tkmaxx.com in the United Kingdom; TK Maxx in Australia; TJ Maxx, Marshalls, HomeGoods, Sierra Trading Post and Homesense, as well as tjmaxx.com and sierratradingpost.com in the United
State: s; and Winners, HomeSense and Marshalls in Canada. In 2016, TJX had over $33 billion in sales, more than 3,800 shops and 235,000 Associates. As a retailer committed to growth, success is always in style at TJX!

 

Job Description

 

We are looking for IT Support Analyst / Technical Support Analyst / Support Engineer to join our team and support the fast growth of the business. TJX Europe are 500+ stores with expansion last year of stores into Austria and the Netherlands. This role plays a crucial part in supporting growth within Europe. This role provides 2nd line technical support to the distribution centres, play a leading role on incident management, ensures requests are fulfilled, reporting is provided and SLA's are met. You will be involved in the full end-to-end support within a busy distribution centre. This role will enable you to liaise with IT customers and stakeholders, working on various support related projects.

Incident and Problem Management

  • Provide technical support for issues outside the scope of the Service Desks, providing detailed feedback regarding call resolution for incorporation into the knowledge database.
  • Ensure high priority issues are identified and progressed quickly, and that regular and appropriate communication with the business and IT Operations management is taking place.
  • Create detailed documentation and checklists for call resolution, and ensure all support documentation is kept up-to-date and in the central locations.
  • Provide on-site support where required.
  • Provide reactive support for emergency hardware / software problem diagnosis, installs and rebuilds where appropriate.
  • Diagnose underlying problems, and develop workarounds and permanent fixes.
  • Produce regular reporting when necessary, detailing analysis of fault/problem trends and proposed solutions.

Request Fulfilment

  • Provide effective Request Fulfilment response, ensuring requests are completed within ‘Service Level Agreements’ or ‘Service Level Proposals’.

Service Transition

  • Support pilots and rollouts of new or updated systems - liaising with development & global support teams as required to prepare TJXE support teams.
  • Assist in the testing of new software and hardware.
  • Provide support to the European growth plans of TJX Europe, assisting with the creation of new vendor agreements and support arrangements, and provide on-site support where appropriate.
  • Develop technical notes for the1st & 2nd Line support teams, and Project Managers for all new systems.
  • Document and populate Known Errors and their workarounds into the Known Error Database (KEDB).

Service Level Reporting

  • Monitor, report on, review and provide feedback to management on 3rd party support vendors Service Levels and KPI’s.
  • Ensure the support charges for assigned 3rd party support vendors are verified against the contracted agreements, and purchase orders are submitted in advance of being invoiced.

General

  • Complete daily systems and process checking activities.
  • Liaise with the business to ensure full understanding of support issues.
  • As a team member, work as part of a rota. This may include providing on-site weekend support, including Public Holidays, and out of hours telephone support.

 

Desired Skills & Experience

 

We’re passionate here at TJX Europe. We love retail and the latest trends in fashion. Above everything, we’re looking for someone who shares this interest in the industry and who can add a different dimension to our culture. To be successful in this role, you will have strong experience of working as a 2nd line support including incident management, ability to resolve and future proof reoccurring incidents, provide reporting and meet SLA's. You will have strong English communication skills, be customer focused and motivated & driven to learn.

 

You must be able to work a rotating shift pattern;

  • 7.00am - 3.00pm
  • 2.00pm - 10.00pm
     



What's In It For You?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Share our determination to think bolder and bigger, and be part of our future. Apply now.


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