First Line IT Support Analyst

CO-OP; United States; Remote; USD 34,000 - 52,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension contributions

Product discount on Co-op products

Salary stream access

Virtual healthcare

24/7 colleague support

Training and career progression

Cycle-to-work

Job summary

Co-op is seeking a First Line IT Support Analyst to join our Wholesale team in the United States. You’ll be the first point of contact for Nisa retailers seeking help with our EPOS solution and ordering website, providing friendly, knowledgeable support over phone and email.

No prior IT support experience is required as training will be provided. You’ll diagnose issues, deliver first-line fixes, and escalate complex problems while delivering excellent customer service and keeping retailers

Qualifications

• Experience delivering excellent customer service.
• Strong communication and relationship-building skills.
• A general interest in technology and IT systems.
• A logical and methodical approach to problem-solving.
• The ability to stay organised and manage multiple priorities.

Responsibilities

• Respond to incoming calls and emails from retailers.
• Investigate and troubleshoot technical issues to identify root causes.
• Apply first line fixes and follow established support processes.
• Escalate unresolved issues to specialist IT colleagues when needed.
• Accurately record and maintain all incident details within the service desk system.
• Communicate updates clearly with customers and colleagues.
• Build your knowledge of the systems and applications used across the business.

Job description

We're looking for a First Line IT Support Analyst to join our Wholesale team. At Co-op Wholesale, technology plays a vital role in helping our independent retailers (i.e. Nisa) serve their local communities. In this role, you'll be one of the first people our retailers turn to when they need support with our EPOS solution and ordering website. You'll provide friendly, knowledgeable assistance over the phone and by email, helping to diagnose and resolve issues while delivering an excellent customer experience. Whether you're troubleshooting software, supporting hardware queries, or escalating more complex issues, you'll play a key role in keeping our customers connected and trading successfully. You don't need previous IT support experience to be successful in this role. If you're a great communicator who enjoys solving problems and helping people, we'll provide the training you need to learn our systems and build your technical knowledge. Why this role matters When our retailers experience technical issues, they need fast, effective support so they can focus on running their businesses. By helping them quickly resolve problems with their EPOS and ordering systems, you'll minimise disruption, build confidence in our technology, and contribute to a greater experience for stores and their customers. What you'll do

• Respond to incoming calls and emails from Nisa retailers
• Investigate and troubleshoot technical issues to identify root causes
• Apply first line fixes and follow established support processes
• Escalate unresolved issues to specialist IT colleagues when needed
• Accurately record and maintain all incident details within the service desk system
• Communicate updates clearly with customers and colleagues
• Build your knowledge of the systems and applications used across the business
  Experience delivering excellent customer service
• Strong communication and relationship-building skills
• A general interest in technology and IT systems
• A logical and methodical approach to problem-solving
• The ability to stay organised and manage multiple priorities
• A positive attitude and willingness to learn new skills
  At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:
• An annual bonus scheme (based on personal and business performance)
• 28 days holiday (pro-rata) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme