IT Support Analyst

Work closely with the IT and Business Transformation team to improve and enhance the service level and availability of the systems supported. Identify and feedback any issues that require further investigation or that may be an opportunity to improve the systems and service.

The Support analyst will work as part of the frontline Support team to monitor the call logging system, addressing walk-up and telephone support requests and react to various alerting and monitoring systems. You will provide day-to-day support for all Head Office, Warehouse and Retail teams on desktop, server and cloud applications as well as desktop, mobile and POS hardware.

DUTIES AND RESPONSIBILITIES

• Processing support calls from Head Office, Store escalations and remote colleagues.
• Respond and resolve to support tickets within SLAs.
• Working with colleagues to determine the nature of any problems they encounter.
• Investigating, diagnosing and solving software and hardware faults.
• Liaise with vendors and partners to resolve issues.
• Create new users, login profile and permissions and manage new starters and leavers.
• Setting up accounts for new colleagues and running IT Inductions, ensuring that they are set up correctly.
• Setup and test new equipment.
• Installing and configuring hardware, software, systems, networks.
• Assist in the preparation and management of effective standard operating procedures and train other members of staff accordingly.
• Assisting with planning and undertaking scheduled maintenance upgrades.
• Maintain, repair and manage disposal of existing equipment.
• Managing stocks of equipment, consumables and other supplies

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE

• Excellent communication skills
• Excellent client/customer facing skills
• Ability to adapt to changes in technology
• Effectively manages competing demands
• Excellent technical skills
• Strong problem-solving skills
• Understanding of ITIL methodology

TOOLS

• Microsoft Office 365
• Microsoft Windows 10/11 / MacOS
• Exchange Online / Office365 administration
• LAN / WAN / Wi-Fi / DNS / DHCP concepts
• Active Directory administration / AAD (Users and Computers)
• Windows Server 2012/2016 basic administration
• Microsoft Dynamics

BENEFITS

• Holidays
• Life Assurance
• Pension
• Fantastic Staff discount schemes – up to 50% (and 70% on 5 items per season)
• Cycle to work scheme
• Season ticket loan
• Access to Retail Trust benefits and discounts
• Access to Perkbox – benefits Provider
• Sample sales
• Core Hours