Service Desk 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 deliver exceptional 2nd line support to its business users. This role emphasizes collaboration and problem-solving, ensuring high standards of customer service while managing technical inquiries and incidents. The ideal candidate will thrive in a dynamic environment, utilizing their ITIL knowledge and technical skills to enhance support processes. Join a forward-thinking team that values continuous improvement and innovation, where your contributions will directly impact the success of the organization and its commitment to excellence in service delivery.

Qualifications

• Experience in a service support environment familiar with ITIL processes.
• Strong incident diagnosis and problem-solving skills.
• Ability to prioritize and coordinate activities effectively.

Responsibilities

• Provide 2nd line technical support for IT functions.
• Respond to client support queries, resolving hardware and software issues.
• Log support calls in the ITSM system.

Skills

ITIL processes

Problem-solving skills

Excellent communication skills

Customer service orientation

Microsoft Windows

Basic network knowledge

Hardware setup and maintenance

Team player

Education

ITIL Foundation certification (V3 or higher)

Tools

Microsoft Office Suite

Microsoft Project

Microsoft Visio

Job description

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About JD Sports Fashion Plc

JD Sports Fashion Plc is a leading UK retailer specializing in fashionable branded and own-brand sports and casual wear, primarily through its main retail chain, JD Sports. The group operates over 800 stores and continues to expand.

We invest in our staff with the knowledge and training needed to build challenging and rewarding careers.

Our workforce comprises motivated self-starters. We encourage our employees to constantly seek ways to improve our business by challenging traditional merchandising, selling, and management practices, and by being creative and forward-thinking in proposing solutions. Collaboration across all levels is key to solving problems and seizing opportunities.

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 detection, recording, analysis, and resolution via phone, email, intranet, and walk-up support. The role involves responding to support inquiries, resolving hardware/software issues, maintaining high customer service standards, and coordinating with external support when necessary. Collaboration with service support, development teams, and stakeholders is essential to manage incidents effectively.

Responsibilities

General

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

Experience & Knowledge

• Experience in a service support environment familiar with ITIL processes.
• Understanding of end-to-end ITIL processes across an organization.
• Excellent communication skills, both written and verbal.
• Problem-solving skills and issue diagnosis.
• Experience with ERP solutions and retail industry standards.
• Experience supporting application environments (1st, 2nd, 3rd line).
• ITIL Foundation certification (V3 or higher).
• Knowledge of IP Telephony.
• Ability to demonstrate business and IT benefits clearly.

Skills & Behaviours

• Strong incident diagnosis and problem-solving skills.
• Excellent interpersonal, communication, and negotiation skills.
• Ability to prioritize and coordinate activities effectively.
• Strong customer service orientation.
• Proficiency with Microsoft Windows (7, 8, 10) and Office Suite (2007, 2010, 2013, 365).
• Basic network knowledge (WAN/LAN).
• Hardware setup, configuration, and maintenance skills.
• Team player with a flexible support approach.
• Desire to learn new skills continuously.
• Knowledge of Microsoft Project and Visio.
• Understanding of MAC OSX & iOS (including MDM).
• Familiarity with Oracle products relevant to retail.
• Understanding of business drivers and benefits.