Senior Support Analyst (2nd Line)

Team:; Bury; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK retailer is seeking an IT Support Analyst to provide 2nd line support to business users. The role involves troubleshooting hardware and software issues, maintaining high customer service standards, and collaborating with external teams. Ideal candidates will have experience in ITIL processes and excellent communication skills. Join a dynamic team focused on innovation and operational excellence.

Benefits

Staff discounts

Personal development opportunities

Qualifications

• Experience in a service support environment with ITIL processes.
• Ability to diagnose issues and communicate effectively.
• Experience supporting application teams across support levels.

Responsibilities

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

Skills

Incident diagnosis

Problem-solving

Communication

Customer service focus

Networking knowledge

Education

ITIL Foundation certification (V3 or higher)

Tools

Microsoft Windows

Microsoft Office

Oracle retail solutions

Job description

JD Sports- Head Office, Warwick House, Bury, Bury, United Kingdom Req #1252

30 April 2025

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We aim to be the leading global omnichannel retailer in the sports and outdoor industry. Join us to help achieve this goal by embracing our strategic focus on being a people-led, innovative, and customer-focused organization that delivers operational excellence and explores new growth areas.

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, with over 800 stores and ongoing expansion.

We foster a motivated workforce through training and development, encouraging creativity, forward thinking, and collaboration 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, handling incident detection, analysis, and resolution via various communication channels. The role involves troubleshooting hardware and software issues, maintaining high customer service standards, and collaborating with external support teams when necessary.

• Responsibilities

General

• Provide 2nd line technical support for IT functions.
• Respond to support queries, resolving hardware/software issues.
• Log 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 contribute to knowledge management.
• Build effective relationships with users and IT teams.
• Own and drive customer issues to resolution.
• Assist in developing and maintaining IT support processes.
• Identify and implement areas for improvement.
• Contribute to root cause analysis documentation.

Experience & Knowledge

• Experience in a service support environment with ITIL processes.
• Understanding of end-to-end ITIL processes.
• Excellent communication skills.
• Ability to diagnose issues and communicate effectively.
• Ability to work under pressure with a structured approach.
• Knowledge of ERP solutions and retail industry applications.
• Experience supporting application teams across support levels.
• ITIL Foundation certification (V3 or higher).
• Experience with IP Telephony.
• Ability to demonstrate business and IT benefits.

Skills / Behaviours

• Incident diagnosis and problem-solving skills.
• Strong interpersonal, communication, and negotiation skills.
• Effective planning and prioritization.
• Ability to relate to diverse individuals.
• Customer service focus with a proactive attitude.
• Proficiency in Microsoft Windows and Office suites.
• Networking knowledge (WAN/LAN).
• Hardware setup and maintenance skills.
• Team player with flexibility and eagerness to learn.
• Knowledge of Microsoft Project, Visio, MAC OSX, iOS, and Oracle retail solutions.

We value our colleagues' contributions and offer benefits such as staff discounts and personal development opportunities.

• Location: JD Sports- Head Office, Warwick House, Bury, Bury, United Kingdom