IT Technician - Customer Support

Booker; Wellingborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IS Technician to join their dynamic team. In this role, you will be pivotal in ensuring service availability, security, and performance across multiple systems. Your expertise in customer support and incident management will be essential in improving customer satisfaction and cash profit. You will manage website administration, monitor system KPIs, and collaborate with various stakeholders to ensure high service standards. This position offers a fantastic opportunity for growth and development in a supportive environment, along with a comprehensive benefits package that enhances your work-life balance.

Benefits

Colleague discount card

Health and Wellbeing support

Pension matching

Life Assurance

Great holiday package

Discounted breakdown cover

Exclusive deals and discounts

Free eye test

Health checks discount

Qualifications

• Experience in IT or technical roles with a strong customer support background.
• Proficient in using incident/service tools and troubleshooting systems.

Responsibilities

• Manage the administration of the website and monitor system KPIs.
• Generate management information reporting and support digital systems roadmap.

Skills

Customer Support

Incident Management

Troubleshooting

Test Management

User Acceptance Testing (UAT)

Service Management

Tools

JIRA

Incident/Service Tool

Job description

What's in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About the role

As an IS Technician (Support) working within the Booker IS team, you will ensure service availability, security and performance across multiple systems to help improve customer satisfaction and cash profit.The ideal candidate will have experience of service management, escalation procedures, incident management, customer support and testing systems.

Within this role you will ensure that all service and support functions remain responsive to customer needs and adequate reporting and service standards are met.

You will be responsible for

• Manage the administration of the web site.
• Monitor system KPIs.
• Generate management information reporting.
• Support delivery of the website/ digital systems roadmap.
• External technology suppliers.
• Booker IS colleagues across all systems.
• Tesco Technology colleagues.
• IS Service Desk.
• Customers.
• Internal business customers across all parts of the Booker Group.

You will need

• Experience of working in IT or technical role with a strong customer support background
• Experience of using incident/service tool
• Experience in troubleshooting with systems end user
• Experience with test management tools, for example JIRA
• Experience in User Acceptance Testing (UAT), including test execution, defect tracking, and resolution.
• Experience of working with 3rd Party Suppliers and Vendors
• Pro-actively initiates, develops and maintains effective working relationships with team members