Senior Support Analyst (2nd Line)

TN United Kingdom; Bury; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Support Analyst to provide vital 2nd line support within a dynamic retail environment. This role involves resolving technical issues, managing incidents, and ensuring exceptional customer service. You will collaborate closely with technical teams and stakeholders to enhance IT support processes. If you possess strong communication skills, a customer service orientation, and a solid understanding of ITIL processes, this opportunity will allow you to thrive in a supportive and innovative atmosphere. Join a team that values continuous improvement and offers a pathway to a rewarding career.

Qualifications

• Experience in a service support environment with ITIL processes.
• Knowledge of ERP solutions and standards.

Responsibilities

• Provide 2nd line technical support for IT functions.
• Log all support calls in the ITSM system.
• Assist in developing and maintaining IT support processes.

Skills

Incident diagnosis and problem-solving

Communication skills

Customer service orientation

ITIL processes knowledge

ERP solutions knowledge

Microsoft Windows proficiency

WAN/LAN networks knowledge

PC hardware setup and maintenance

Education

ITIL Foundation certification (V3 or higher)

Tools

Microsoft Office (2007, 2010, 2013, 365)

Microsoft Project

Visio

Oracle products

Job description

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Company Overview

JD Sports Fashion Plc has long been established as the leading UK specialised retailer of fashionable branded and own-brand sports and casual wear, primarily through its main retail fascia, JD Sports. The group now operates over 800 stores and continues to expand.

We empower our staff with the knowledge and training needed for challenging and rewarding careers. Our workforce is composed of motivated self-starters, and we encourage continuous improvement, creative merchandising, innovative selling strategies, and collaborative problem-solving across all levels.

Role Description

Reporting to the IT Service Desk Manager, the IT Support Analyst will provide 2nd line IT support to JD business users. Responsibilities include technical support, incident management, and ensuring high-quality customer service. External technical support will be arranged when needed, and close collaboration with support teams and stakeholders is essential.

Responsibilities

General

• Provide 2nd line technical support for IT functions.
• Respond to support inquiries, resolving hardware/software issues.
• Log all support calls in the ITSM system.
• Maintain excellent customer service and support principles.
• Coordinate with technical teams and third-party support when necessary.
• Document procedures and contribute to knowledge bases.
• 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

• Experience in a service support environment with ITIL processes.
• Understanding of ITIL end-to-end processes.
• Strong communication skills.
• Issue identification, logging, and communication skills.
• Ability to work under pressure with a structured approach.
• Knowledge of ERP solutions and standards.
• Experience in retail environments.
• Experience supporting application teams across support levels.
• ITIL Foundation certification (V3 or higher).
• Knowledge of IP Telephony.
• Ability to demonstrate IT and business benefits.

Skills & Behaviours

• Incident diagnosis and problem-solving skills.
• Excellent interpersonal, communication, and negotiation skills.
• Ability to plan, coordinate, and prioritize activities.
• Effective liaising with diverse individuals.
• Strong customer service orientation.
• Proficiency with Microsoft Windows (7, 8, 10) and Office (2007, 2010, 2013, 365).
• Knowledge of WAN/LAN networks.
• Understanding of PC hardware setup and maintenance.
• Team player with flexibility and a desire to learn.
• Familiarity with Microsoft Project, Visio, MAC OSX, iOS (including MDM), and Oracle products relevant to retail.