Technical Support Analyst

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Here at Iceland we're different. We care. We're not a dull stuffy corporate. We're one big team. A diverse group of people who get stuck in and work together. We have a fantastic opportunity for a Technical Support Analyst Head Office in Deeside, near Chester.

Working within the IT Infrastructure Team as a Technical Support Analyst, you will primarily be responsible for providing ongoing desktop and application-based support to over 1500 employees across the organisation.

In the role you will be accountable for performing analytical, technical and administrative work to diagnose hardware and software faults for colleagues based at Head Office, our depots or out in the field.

The successful Applicant will play a key role in ensuring that IT service is delivered to a high standard across all Sites.

The key responsibilities for the role will include, but are not limited to:

Be a single point of contact for the Service desk resolving 1st and 2nd level incidents, service requests and standard changes

Delivering exceptional customer service ensuring all requests are handled promptly and effectively and if necessary escalated to the appropriate level

Maintain a good understanding of key business processes, people and systems, use and share this knowledge to provide and maintain high levels of customer satisfaction.

Triage and prioritise new IT service calls and provide either on-site, remote and/or telephone-based support to over 1500 users across multiple locations.

Create and maintain, knowledgebase articles, procedural documentation to share workarounds and document solutions for known issues.

Configuration and installation of desktop systems and software

Perform remedial repairs on desktops, laptops, printers and any other authorised peripheral equipment in compliance within specified warranties

Liaising with 3rd party suppliers to resolve technical issues

Support users in the use of computer equipment by providing necessary training, advice (Windows 10, iOS devices) alongside FAQ's in appropriate areas

Assist in the delivery of software license management and maintaining records of software licenses.

Travel to remote Sites when required by the business

Person Specification

Qualifications, Knowledge and Experience:

Experience working in a similar role providing desktop and business applications support.

Awareness of ITIL principles across incident, problem and change management processes

Good working knowledge or administration of Windows 10 / Server / Active Directory / Intune / Folder permissions / group policies and Citrix

Basic knowledge of networking principles and able to troubleshoot network / user connectivity issues

Experience working with Office 365 including setup, configuration and management (Preferred)

Familiarisation with the procedures used in the installation, modification, maintenance and repair of IT hardware / software

ITIL Foundation Certificate (preferred)

Skills:

Exceptional interpersonal, including teamwork and working co-operatively to achieve a common goal.

Flexible approach to work and excellent problem-solving ability.

Ability to prioritise and use own initiative.

Good range of analytical skills and attention to detail.

Excellent customer service and stakeholder management skills, with the ability to build effective relationships.

Passionate, committed and energetic, creates personal momentum which inspires others.

Make a difference to your career at Iceland, we expect a lot but you'll get a lot back in return. We will help you to grow and develop your career and give you the freedom to show that you really care.

Our standard benefits package includes:

A very competitive salary with an excellent benefits package

25 days holiday, plus 8 days bank holiday

10% store discount, 30% discount with Club Individual Restaurant Group

Free parking onsite

Double discount weeks

Highly subsidised restaurant onsite with our own Michelin Star Chef!

Subsidised Costa onsite

Discounted gym membership

Charity fundraising events

Educational sponsorship

Enhanced maternity/paternity leave