2nd Line IT Support Analyst

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

·       Job Title – 2nd Line Support Analyst

·       Location – BL9 8RR

·       Working rota –

7 am-3:30 pm

8 am-4:30 pm

9 am-5:30 pm

10:30 pm-7:00 pm

Weekends (1 in 5)

Both days - 8-4:30 pm

What You'll Be Doing: 

As a 2nd Line Support Analyst, you'll be doing the following: 

• Provide technical support for incidents - including diagnosis, recording, analysis and resolution of tickets received via phone, email, intranet and walk-ups.
• Respond directly to end-user IT enquiries, helping them resolve hardware and / or software issues.
• At all times maintain a high degree of Customer Service and adhere to relevant IT Service Management principles.
• Arrange external technical support in instances where problems cannot be resolved in house.
• Work closely with the internal 3rd Line and Development teams (as well as key business stake holders) to ensure that incidents are managed right through to resolution.

What We're Looking For:

• Previous experience working in an IT Service support Environment with exposure to ITIL processes.
• Experience in working with a wide range of hardware and operating systems.
• Experience of working with MDM solutions.
• Experience of working with and supporting Office 365
• Proficient in Active Directory and Group Policy administration

The Company:

The JD Group is a leading omnichannel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues over 3,400 stores across several retail fascia's in over 30 markets around the world.

We are an equal opportunities employer who embraces and values differences. We recognise the importance of an inclusive workplace culture in which everyone can thrive irrespective of their background or identity.

To be a part of this successful and continuously growing company, you will have the desire to ingrain our strategic goals of being a people first, a digital leader and customer focused organisation which provides operational excellence and is continuous with identifying new areas of growth into our day-to-day.

We know our employees work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits:

• Incremental Holiday Allowance
• Staff Discount on qualifying purchases across Group retail stores and online
• Exclusive Colleague Bike Discount scheme
• Discounted Gym membership
• Personal development opportunities to learn and develop at work
• Access to Apprenticeships and accredited qualifications

Interested?

If you are interested in this position, then press the Apply Now button.

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

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Last updated on Aug 23, 2024