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Information Technology Support Analyst

Moss Bros. Group Ltd
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Key Expectations on a day to day basis :

• To provide 1st and 2nd line support to all users at Head Office and Stores, while ensuring the validation of all company data and the service operation of all company systems

• To provide support for the business and cover for operational processes 5 days a week on a shift system with a Rota for checks and reporting at the weekend (2-3hrs) Key Accountabilities e.g., what will you be responsible for day to day?

• Resolution and management of IT incidents and requests within SLA

• Problem management of incidents to identify common problems and escalating where necessary.

• Proactive monitoring of head office and store networks and hardware and resolving issues in conjunction with 3rd party suppliers

• Configuring hardware (Window/Mac) and software for new joiners and stores

• Delivering remote and desk-side support for hardware and software including Microsoft 365 suite, connectivity and Retail and Hire applications

• Creating and maintaining user profiles, including email, remote access, VPN and file server security permissions

• Monitoring scheduled tasks - verification of nightly imports/updates (i.e., replenishment, sales) and merchandise reports

• Proactive monitoring of backups, DR replication and reporting processes

• Reconciliation of IT systems, includes Sales, Stock, Receipts into business

• Reacting to and resolving alerts from application systems and interfaces

• Proactively adding articles to the knowledge base

Skills Required for the role:

• ITIL Service Operations overview - SFIA level 3

• Good knowledge and experience supporting Windows and Office 365

• Technology background with Retail experience would be desirable

• Good written and verbal communication skills

• Knowledge of all Microsoft operating systems and Microsoft Office suites including Office 365. • Problem solving - Ability to gather information to find quick solutions to resolve issues

• Must be flexible and adaptable

• Ability to clearly explain technical solutions to other IT staff and users of all levels of technical knowledge

• Ability to work both independently and as part of a remote team Key business interactions e.g., who will need to work with to deliver your accountabilities to get the business results?

• Work closely with other areas of the IT department to maintain operational service and SLA's

• Work with DevOps/Infrastructure Engineers and 3rd parties to co-ordinate 3rd line support

• Work with end-users and stores to deliver IT service and customer satisfaction
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