IT Support Analyst - Milton Keynes

IT Retail People Ltd
Milton Keynes
From £0 to £22,500 per annum
02 Dec 2017
05 Jan 2018
Contract Type
Full Time
First Line IT Support Analyst

Due to expansion my client has a fabulous opportunity an IT Support Analyst to join their Head Office Team nr Milton Keynes, Bucks.They ensure that the 5,500 people across their sites are supported to do an excellent job, deliver the best customer service and drive the growth of the business. If you enjoy working in a busy and commercially-focused environment then read on.

The main responsibilities of the IT Support Analyst include:

·Being part of a busy team dealing with 1st and 2nd line problems with varying levels of complexity

·Logging and progressing IT incidents

·Managing a problem queue to ensure IT faults are diagnosed and solved within agreed SLA’s

·Troubleshooting system and network problems and diagnosing and solving hardware/software faults

·Problem and trend analysis to identify underlying issues

·Ensuring all customer expectations are set, making sure that communications and ongoing and customer satisfaction levels are maintained, dealing with customers on the telephone and face to face

·Managing various key 3rd party suppliers to deliver against agreed service level agreements,

·Balancing problem volumes vs. other key tasks such as project support, process improvements and problem root cause analysis

·Opportunity for involvement in larger key IT Projects

The role also includes managing the companies IT processing, which includes the following:

·Managing the end to end sales polling process from different sites into critical central systems

·Logging, analysing and resolving problems arising from PCI DSS logging / audit reports

·Various technical checks e.g. critical site server backups

To apply for the role you must have general IT Support Experience ideally with experience of EPOS systems, ideally in a Retail / Hospitality and head office environment. Data analysis / management experience, projects management experience and ideally be educated to (IT) degree level or relevant professional IT qualification. Although the role is based at their Head Office there may be occasions where you may need to visit Site and therefore you would need to hold a valid driving license and own a car (travel expenses would be covered in this instance).

The team covers the full 7 days with working hours of 8 – 5, so there is a minor shift pattern to cover these hours. You will typically work 2 weekends in 6. There is also an on call system to cover emergency issues, out of hours. This is currently 1 in every 6 and the successful candidate would be expected to join the On-Call support once sufficiently trained.

You must also possess the following skills:

·Excellent verbal & written communication skills

·Excellent customer service skills

·Prioritisation, planning & time management skills

·Strong IT Technical Knowledge

·Strong analytical & problem solving skills

·Strong supplier management skills

If you are passionate about making a difference and a real team player, then apply now to enjoy a competitive salary and benefits like subsidised meals, free car parking, up to 50% discount on food and retail across sites, discounted hotel rooms, 30 days holiday (including Bank Holidays), increasing with service up to 37, enrolment into our pension scheme, plus enrolment into their employee discount scheme as well as further career development opportunities.

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