Tech Support Analyst - 2nd Line

Reporting to the IT Service Desk Manager the IT Support Analyst will be responsible for providing 2^nd line IT Support to the JD business users.

To provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up.

Respond to support enquiries directly from clients, and help them resolve hardware and / or software problems.

To maintain a high degree of customer service for all support queries and adhere to all service management principles.

To arrange for external technical support where problems cannot be resolved in house.

Work closely with the service support teams, development teams and key business stake holders to ensure that incidents are managed through to resolution.

2. Responsibilities

General

• To provide 2^nd line technical support for the IT functions of the business.
• Respond to support enquiries directly from clients and help them to resolve hardware and / or software problems.
• To log all support calls within the ITSM call logging tool.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Liaise and work with other JD Technical teams as required.
• Liaise with 3rd Party technical support teams when necessary.
• Document working procedures and store within the knowledge management database. 
• Establish and maintain effective relationships with the business users and group IT teams.
• Own customer issues and drive through to resolution.
• Assist ITIL managers in the development and maintenance of IT Support processes.
• Proactively identify areas for improvement and drive through to implementation.
• Provide input into root cause analysis documents (RCA).

3. Experience & Knowledge

Essential

• Previous experience working in a service support environment with exposure to ITIL processes.
• Experience of working in an ITIL environment, understanding how the end to end processes work across the organisation.
• Excellent written and verbal communication skills.
• Ability to effectively identify issues, log and communicate to other personnel.
• Ability to work well under pressure, ensuring a structured approach is maintained at all times.

Preferable

• An appreciation of ERP solutions, standards, tools and techniques.
• Experience in a retail environment.
• Experience of Application Support teams, (1^st, 2nd and 3^rd line).
• ITIL Foundation qualification (V3 or higher).
• Experience of IP Telephony.
• French, Spanish or German language skills desirable.
• Ability to demonstrate both business and IT benefits where appropriate.

4. Skills / Behaviours

Essential

• Incident diagnosis and Problem solving skills within an IT environment.
• Excellent interpersonal, communication and negotiation skills, both verbal and written.
• Ability to plan, coordinate and prioritise different activities.
• Ability to liaise with, and relate to, a broad spectrum of individuals.

• Strong customer service ethos with a can do mentality.
• Good working knowledge of Microsoft Windows (v7, v8 and v10) & Office packages (2007, 2010, 2013 & 365).
• Good network knowledge (WAN / LAN).
• Good understanding of PC hardware set-up, configuration and maintenance.
• Comfortable in playing a key role within a team environment.
• A flexible approach to the provision of support services to a dynamic, growing business.
• A strong desire to learn new skills.

Preferable

• Understanding of software tools such as Microsoft Project and Visio.
• Understanding of MAC OSX & iOS (including MDM JAMF).
• Understanding of Oracle products relevant to the retail industry.
• Understanding the business drivers (e.g. tangible, intangible benefits).