Service Desk Analyst

Tech Your Way

The Service Desk Analyst will provide 1st and 2nd level support to all BAU activities and provide on-going maintenance of the Workday, BrassRing, Digital Learning Platform and Time & Attendance systems to support Primark business users.

Roles & responsibilities:

Provide 1st and 2nd line support on all Primark People System applications including WorkDay, BrassRing, Digital Learning Platform and Time & Attendance

Provide support with upgrade and maintenance activities as and when required – e.g. system testing, corrections

Analyze, maintain and troubleshoot P&C information systems and P&C computer applications and systems.

Resolving requests within SLA, giving clear resolutions

Train employees on system usage

Ensure all calls are handled effectively

Follow standard Service Desk procedures to document the reported issue/question within a IT service management tool

Develop, maintain and localize job aids and FAQs relating to people systems.

Understand and follow all Primark security and data privacy policies

Ensure Primark's technical needs are represented to external service providers

Maintain strong links to the People Systems / Technology team and attend

Key Business Objectives

Develop a strong understanding of our existing system and application landscape and providing support to People Systems customers

Work with internal and external teams to help shape the landscape and solutions that will allow the business to achieve its strategic goals.

Develop effective working relationship with P&C and Payroll teams, and external support and service providers, and business partners.

Participation in testing, configuration and implementation of new systems, upgrades and system enhancements when needed

General Duties

Provide 1st and 2nd line support on all Primark People System applications including WorkDay, BrassRing, Digital Learning Platform and Time & Attendance

Provide support with upgrade and maintenance activities as and when required – e.g. system testing, corrections

Analyze, maintain and troubleshoot P&C information systems and P&C computer applications and systems.

Resolving requests within SLA, giving clear resolutions

Train employees on system usage

Ensure all calls are handled effectively

Follow standard Service Desk procedures to document the reported issue/question within a IT service management tool

Develop, maintain and localize job aids and FAQs relating to people systems.

Understand and follow all Primark security and data privacy policies

Ensure Primark's technical needs are represented to external service providers

Maintain strong links to the People Systems / Technology team and attend team meetings

Key Business Objectives

Develop a strong understanding of our existing system and application landscape and providing support to People Systems customers

Work with internal and external teams to help shape the landscape and solutions that will allow the business to achieve its strategic goals.

Develop effective working relationship with P&C and Payroll teams, and external support and service providers, and business partners.

Participation in testing, configuration and implementation of new systems, upgrades and system enhancements when needed

Essential knowledge, skills and experience:

Excellent communication skills (writing and presentation) & experience delivering effective communications campaigns

Ability to multi-task

Display good judgement and be proactive

Team player

Enthusiastic self-starter

Personal Attributes:

Customer service focused

Highly organised, detail-oriented, possessing the ability to effectively prioritise projects and deliverables whilst meeting deadlines.

Excellent planning and organisation skills, ability to multi-task, plan and prioritise work schedule for self and team and work within agreed timescales.

Excellent attention to detail and an ability to analyse and interrogate high volumes of information as well as demonstrating an ability to focus on higher level overview.

Collaborative team player with excellent interpersonal/communication skills, while demonstrating high levels of emotional intelligence

Proven ability in developing effective working relationships across all levels of the organisation.

Operates with a high level of integrity, diplomacy, tact and professionalism.

Effective and persuasive presentation skills, including the ability to present complex information in an understandable manner to all areas of the business.

Sound judgement, unquestionable ethics and integrity with high degree of transparency and trust

Why work with us?

At Primark, we know how hard everyone works to achieve our business goals. Having a competitive salary and annual bonus scheme is our way of acknowledging this. We'll also provide you with a progressive career path, because clear advancement is what we’re all about at Primark

Our flexible working benefit, Your Day Your Way, means you get to choose when to start and finish your workday. Choose to work remotely if you like, in a way that suits you but also helps us get the most out of your talents.

There’s a lively culture here, and it’s easy to get to know each other in a truly warm atmosphere.