Service Desk Analyst 2nd Line

JD GROUP; Bury; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Analyst to join their dynamic team. In this role, you'll provide essential 2nd line support to business users, tackling hardware and software issues while maintaining high customer service standards. The company values innovation and collaboration, offering a supportive environment for professional growth. If you have a passion for IT and a knack for problem-solving, this is a fantastic opportunity to advance your career in a thriving retail environment.

Qualifications

• Experience in a service support environment with ITIL exposure.
• Excellent communication skills and strong issue identification abilities.

Responsibilities

• Provide 2nd line technical support for IT functions.
• Log all support calls in the ITSM system.
• Coordinate with technical teams and third-party support providers.

Skills

Incident diagnosis and problem-solving skills

Excellent interpersonal and communication skills

Ability to plan and prioritize tasks

Strong customer service orientation

Proficiency with Microsoft Windows and Office

Basic network knowledge (WAN/LAN)

Hardware setup and maintenance skills

Ability to work under pressure

Education

ITIL Foundation certification

Tools

Microsoft Project

Visio

Oracle products

Job description

Role Details

Title: IT Support Analyst

Organisation/Team: JD Sports Fashion Plc, Group IT

Reporting to: IT Service Desk Manager

Location: Group Head Office, Bury

Level: 5/6

Approx # of Direct Reports: 0

Business Environment

JD Sports Fashion Plc is a leading UK retailer of fashionable branded and own-brand sports and casual wear, primarily through its main retail fascia, JD Sports. The group has over 800 stores and continues to expand. We invest in our staff with the necessary knowledge and training for challenging and rewarding careers. Our workforce is motivated, self-starting, and encouraged to innovate and improve our business processes, fostering a collaborative environment across all levels.

Role Description

Reporting to the IT Service Desk Manager, the IT Support Analyst will provide 2nd line support to JD business users. Responsibilities include technical support via various channels, resolving hardware and software issues, maintaining high customer service standards, coordinating with external support when needed, and collaborating with support and development teams to resolve incidents efficiently.

Responsibilities

• Provide 2nd line technical support for IT functions.
• Respond to support queries and resolve hardware/software problems.
• Log all support calls in the ITSM system.
• Maintain excellent customer service and adhere to service management principles.
• Coordinate with technical teams and third-party support providers.
• Document procedures and maintain knowledge base articles.
• Build effective relationships with users and IT teams.
• Own customer issues and ensure resolution.
• Assist in developing and maintaining IT support processes.
• Identify areas for improvement and implement solutions.
• Contribute to root cause analysis documentation.

Experience & Knowledge

Essential:

• Experience in a service support environment with ITIL exposure.
• Understanding of ITIL processes across an organization.
• Excellent communication skills.
• Strong issue identification and communication abilities.
• Ability to work under pressure with a structured approach.

Preferable:

• Knowledge of ERP solutions and retail industry standards.
• Experience supporting application teams across support levels.
• ITIL Foundation certification.
• Experience with IP Telephony.
• Knowledge of additional languages (French, Spanish, German).
• Ability to demonstrate business and IT benefits.

Skills / Behaviours

Essential:

• Incident diagnosis and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to plan and prioritize tasks.
• Strong customer service orientation.
• Proficiency with Microsoft Windows and Office.
• Basic network knowledge (WAN/LAN).
• Hardware setup and maintenance skills.
• Team player with flexibility and a desire to learn.

Preferable:

• Knowledge of Microsoft Project, Visio, MAC OSX, iOS, and Oracle products.
• Understanding of business drivers and support tools.