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Our Client is a retail technology software company. They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience. Key skills required: Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external. Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line. Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate. Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle. Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers. Monitoring agreed SLA's and ensuring daily/weekly targets are met Reporting on SLA targets, numbers and types of requests Maintain a sense of humour whilst working in a fast-paced dynamic team! Essential Skills … At least 2+ years of experience in a customer facing Service Desk role , ideally in a SaaS environment within the Internet industry. Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise. Demonstrable experience using front-end ticketing systems such as FreshDesk/Service, ZenDesk or similar. Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications. Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML a major bonus. Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment Based in Central London. The salary for this role will be £25K - £35K. Please send your CV to us in Word format.

Mission : Architecte Fonctionnel SI E-commerce (H/F) Pour accompagner un acteur majeur du retail dans sa dynamique d'innovation, nous recherchons un(e) Architecte Fonctionnel SI E-commerce. Le Contexte : Dans le cadre du renforcement stratégique de son activité digitale, notre client fait évoluer des projets d'envergure : sites e-commerce, marketplaces, Quick Commerce et applications mobiles. Vous interviendrez dans un environnement exigeant et bienveillant. Vous serez le véritable chef d'orchestre entre le besoin métier, la faisabilité technique et la gouvernance de l'Architecture d'Entreprise. Vos Missions : 1. Cadrage et accompagnement projet • Piloter les études d'opportunité et de faisabilité en amont de la réalisation. • Analyser l'ensemble des impacts transverses (organisationnels, fonctionnels, techniques) à l'échelle du SI d'Entreprise. • Évaluer les budgets, les coûts et les charges nécessaires à la mise en œuvre des projets. 2. Conception et Architecture • Concevoir l'architecture générale et rédiger les dossiers garantissant la cohérence des solutions. • Modéliser le SI en gérant la cartographie des flux de données et les échanges inter-applicatifs. • Assurer la production, la capitalisation et le partage de la documentation d'architecture tout au long du cycle de vie des projets. • Apporter un support continu aux équipes de réalisation et de développement pour veiller au respect des principes d'architecture définis. L'Environnement Technique : • Archimate • Confluence • Suite Microsoft Office