Senior Support Analyst (2nd Line)

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

Job summary

An established industry player is seeking an IT Support Analyst to provide 2nd line support to its business users. In this role, you will troubleshoot hardware and software issues, ensuring a high level of customer service. The ideal candidate will have experience in a service support environment, familiarity with ITIL processes, and excellent communication skills. Join a dynamic team where your contributions will drive improvements and enhance user experiences. This role offers a fantastic opportunity for growth in a supportive and innovative environment.

Qualifications

• Experience in a service support environment with ITIL processes.
• Excellent written and verbal communication skills.
• Ability to work well under pressure.

Responsibilities

• Provide 2nd line technical support for IT functions.
• Log all support calls within the ITSM tool.
• Document working procedures in the knowledge management database.

Skills

Incident diagnosis and problem solving

Excellent communication skills

Customer service ethos

Microsoft Windows knowledge

Network knowledge (WAN/LAN)

Education

ITIL Foundation qualification (V3 or higher)

Tools

ITSM call logging tool

Microsoft Office

Microsoft Project

Visio

Job description

1. 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

1. Business Environment

JD Sports Fashion Plc has long been established as the leading UK specialised multiple retailer of fashionable branded and own brand sports and casual wear, principally through the growth of its main retail fascia, JD Sports. The group now has over 800 stores and is continuing to grow.

We instil our staff with the knowledge and training they need to fulfil challenging and rewarding careers.

Our workforce is built on motivated self-starters and we encourage our people to constantly seek ways to improve our business. This means challenging the way we merchandise, sell and manage the business, being creative and forward thinking in suggesting alternative solutions. Problems are solved and opportunities seized by people from all levels of the organisation, working together.

1. Role Description

Reporting to the IT Service Desk Manager the IT Support Analyst will be responsible for providing 2nd line IT Support to the JD business users.

To provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up.

Respond to support enquiries directly from clients, and help them resolve hardware and / or software problems.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To arrange for external technical support where problems cannot be resolved in house.

Work closely with the service support teams, development teams and key business stake holders to ensure that incidents are managed through to resolution.

1. Responsibilities

General

• To provide 2nd line technical support for the IT functions of the business.
• Respond to support enquiries directly from clients and help them to resolve hardware and / or software problems.
• To log all support calls within the ITSM call logging tool.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Liaise and work with other JD Technical teams as required.
• Liaise with 3rd Party technical support teams when necessary.
• Document working procedures and store within the knowledge management database.
• Establish and maintain effective relationships with the business users and group IT teams.
• Own customer issues and drive through to resolution.
• Assist ITIL managers in the development and maintenance of IT Support processes.
• Proactively identify areas for improvement and drive through to implementation.
• Provide input into root cause analysis documents (RCA).

1. Experience & Knowledge

Essential

• Previous experience working in a service support environment with exposure to ITIL processes.
• Experience of working in an ITIL environment, understanding how the end to end processes work across the organisation.
• Excellent written and verbal communication skills.
• Ability to effectively identify issues, log and communicate to other personnel.
• Ability to work well under pressure, ensuring a structured approach is maintained at all times.

Preferable

• An appreciation of ERP solutions, standards, tools and techniques.
• Experience in a retail environment.
• Experience of Application Support teams, (1st, 2nd and 3rd line).
• ITIL Foundation qualification (V3 or higher).
• Experience of IP Telephony.
• French, Spanish or German language skills desirable.
• Ability to demonstrate both business and IT benefits where appropriate.

1. Skills / Behaviours

Essential

• Incident diagnosis and Problem solving skills within an IT environment.
• Excellent interpersonal, communication and negotiation skills, both verbal and written.
• Ability to plan, coordinate and prioritise different activities.
• Ability to liaise with, and relate to, a broad spectrum of individuals.
• Strong customer service ethos with a can do mentality.
• Good working knowledge of Microsoft Windows (v7, v8 and v10) & Office packages (2007, 2010, 2013 & 365).
• Good network knowledge (WAN / LAN).
• Good understanding of PC hardware set-up, configuration and maintenance.
• Comfortable in playing a key role within a team environment.
• A flexible approach to the provision of support services to a dynamic, growing business.
• A strong desire to learn new skills.

Preferable

• Understanding of software tools such as Microsoft Project and Visio.
• Understanding of MAC OSX & iOS (including MDM).
• Understanding of Oracle products relevant to the retail industry.
• Understanding the business drivers (e.g. tangible, intangible benefits).