IT Service Operations Support Analyst

Musgrave Group; Ireland; Hybrid; EUR 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

Musgrave Group is seeking an IT Operations Support Analyst to join the IT department. The role focuses on providing expert support to SuperValu and Centra retailers, ensuring service reliability and continual service improvement. The contract is approx.

9-12 months and involves hybrid working. You will triage incidents, remotely support hardware and software, collaborate with internal teams and third-party providers, and contribute to knowledge articles and incident reports.

Qualifications

• 2+ years IT support experience focusing on customer & staff support
• Experience in fast-paced environment with changing priorities
• Knowledge of IT operations support processes
• Strong customer focus and initiative for process improvements

Responsibilities

• Provide IT systems and business process support to retailers
• Remote support of ePOS, PCs, printers, network gear and retail apps
• Triaging incidents and gathering key details
• Maintain IT operations via daily ticket management
• Improve processes for efficiency and quality
• Document incidents and produce incident reports
• Collaborate with development teams to implement changes
• Participate in production delivery including upgrades and decommissioning

Skills

Customer focus

IT operations knowledge

Incident management

Continuous improvement

Education

Third-level IT degree

Job description

Musgrave is one of Europe’s most successful family-owned businesses, with a rich 150-year legacy in food and brand innovation. We`re proud to serve communities across Ireland and Spain, feeding one in three people every day through 19 iconic brands like SuperValu, Centra, Mace, Frank and Honest, and Musgrave MarketPlace. By supporting thousands of retail and foodservice family businesses, we make a positive impact on the communities they serve. We`re committed to becoming the most trusted and sustainable business in Ireland, and we`re looking for dynamic, forward-thinking individuals to join us on this journey.

As an IT Operations Support Analyst you will bring innovation and efficiencies to the IT departmentthat is accountable for business and technical services. You will be responsible for supporting new and enhancing existing services by embracing automation and continual service improvement across the group.

**We anticipate the contract to be approx. 9-12 months’

What you`ll be doing

• Providing expert, quality, timely IT systems and business process support to our SuperValu & Centra retailers on a variety of IT related issues.
• Remotely supporting retailer facing hardware such as ePOS systems, PCs, Printers, Network Equipment along with multiple retail applications.
• Working in conjunction with other internal functions as well as third party IT system/service providers required to ensure that incidents are managed to the satisfaction of all retailers.
• The role covers internal and external Musgrave customers 7 days of the week.
• Provide initial triage of inbound incidents gathering key incident details.
• Maintain essential IT operations through daily IT ticket management.
• Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
• Identifying ways to improve customer experiences.
• Tracking and documenting incidents & compiling incident reports
• Identifying opportunities to improve IT systems performance & reliability, and working with development teams to implement change
• Work within a team to deliver services into production, including upgrading and decommissioning.
• Identify, research, and elevate/resolve technical problems.
• Updating and sharing knowledge articles on fixes

What we`re looking for

• Experience working in a fast-paced environment with continual demands and changing priorities
• A 3rdlevel IT or relevant experience
• 2+ years’ experience in an IT support role with focus on customer and staff support functions across infrastructure & applications
• An in-depth knowledge of IT operational support processes
• Possess a strong customer focus and be innovative in identifying and implementing best practices and process improvements

Career Development:

With a commitment to your personal and professional growth, Musgrave offers numerous opportunities for advancement and learning.

Collaborative Environment:

Work alongside a passionate team, where your contributions will make a significant impact

Innovation Focus

Be part of a company that values forward-thinking solutions

Community Focus

Be part of a company that truly values its communities and strives to make a positive impact.

Be Part of a Legacy:

Join a company with a long-standing commitment to community and innovation.

Ready to make an impact?

Musgrave is an equal opportunities employer. We encourage applications from diverse candidates. If we can make any accommodations to enable you to be the best version of yourself during the interview, please let us know.

Musgrave operate a Work Smart hybrid working model where you can alternate your time between connecting and collaborating in the business and working remotely.