Junior Service Desk Analyst

Job Description

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.TECHNOLOGYWe're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.PORTOOur Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment. You can have an informal meeting in the treehouse or play the piano during your lunch break!THE ROLEAs a member of the FTech Service Management area, you will be the first point of contact for users who contact our F-Tech Global Service Desk.In order to provide the highest level of customer service, you will answer incoming tickets, record all the analysis in a request tracking and logging system, and use a knowledge database along with acquired experience to timely resolve task execution requests or incidents.You will be responsible for routing incidents or task execution requests that cannot be resolved within the Service Desk scope to the appropriate teams.You will be responsible for resolving basic problems affecting end users in various software applications.

WHAT YOU'LL DO

• The main responsibility is to support internal users, being present and available for customers who need technical support and additional clarification
• Responding to inquiries from all our users, using different communication channels
• Understanding and becoming familiar with users and their respective applications
• Learning essential functions of software and other commonly used tools
• Following the standard operating procedures defined in the Service Desk
• Accurately and with necessary detail, logging all requests received in the Service Desk using the defined logging software
• Being familiar with the policies and services of the Service Desk
• Being familiar with the Systems, Networks, Databases, Support Teams, and Engineering within the Technology area
• Other functions assigned by the FTech Service Management leadership.

WHO YOU ARE

• Technical knowledge, such as SQL and MS Office for documentation/reporting purposes.
• Good written and verbal communication skills.
• Proficient in English.
• Passionate about delivering exceptional customer service on a daily basis
• A sense of teamwork, being able to work together with different people, cultures and experiences, always seeking for the best team results.
• Eager to learn and develop troubleshooting and customer service skills.
• Excellent time and task management skills.
• Familiarity with the fundamental principles of IT Service Management frameworks like ITIL
• Knowledge in IT and/or experience in multinational organizations and multicultural environments is a differentiating factor
• Proficiency with Confluence and JIRA tools is a plus

REWARDS & BENEFITS

• Health insurance for the whole family, flexible working environment and well-being support and tools
• Extra days off, sabbatical program and days for you to give back for the community
• Training opportunities and free access to Udemy
• Flexible benefits program
• FARFETCH Equity plan

EQUAL OPPORTUNITIES STATEMENT

• FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

Reporting to the F-Tech Excellence area you will be the first point of contact for the users who call our F-Tech Global Service Desk. While providing excellent customer service, you will answer incoming calls, tracking all information in a tracking system, using a knowledge base tool along with your expertise to resolve Service requests and Incidents in a timely fashion.