Technical Support Analyst

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Description

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 to join our IT team within our Head Office in Deeside, near Chester. This role would suit someone with a few years' experience within IT or a recent IT graduate who is looking for their first opportunity within the IT sector.

Purpose of the role:

Working within the IT Infrastructure Team as a Technical Support Analyst, you will be responsible for providing ongoing desktop and application-based support to over 1,500 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 Key Responsibilities:

Be a 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.

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.

Liaising with our 3rd party suppliers to resolve technical issues.

Support users in the use of computer equipment by providing necessary training, advice (Windows 10, iOS devices)

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

Maintain desktop hardware and software assets.

Travel to remote sites when required by the business.

Person Specification:

Qualifications, Knowledge and Experience:

Experience of working in a similar role providing desktop and business applications support but not essential.

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

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

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

Experienced in supporting mobile devices on MDM platforms: iPhones / iPads / Androids (Preferred).

ITIL Foundation Certificate (preferred).

Skills:

Ability to prioritise and use own initiative.

Flexible approach to problem-solving with an ability to "think on your feet".

Passionate, committed, energetic and is a good team player.

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

Flexible working

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