1st Line IT Support Analyst

We have an exciting opportunity to join our IT Team at Company Shop Group.

Reporting to the Business Systems Manager, the 1st Line IT Support Analyst will be responsible for initial triage and in many cases resolution of IT support tickets received into the Business Applications Team queue.

You will be expected to work closely with the existing department members for support and escalation purposes and may be required to interact with 3rd parties to reach resolution of issues.

Depending on experience, the successful candidate will also have the opportunity to work on small projects as defined by the Business Systems Manager, in-line with the current IT strategy.

The department is going through a number of important upgrade projects at present which makes it an exciting time to get involved.,

• Work as an effective team player, taking a hands-on approach to resolving IT tickets, ranging in type and complexity across the software estate


• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible


• Be part of an out of hours support rota to support business-critical processes


• Ensure that the ticket management system is used effectively and efficiently


• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible


• Provide regular updates to the team regarding trends and statistics around IT tickets received


• Contribute to the provisioning of new stores and support existing store requests for software support


• Ensure that all Health, Safety & Environmental policies, and practices are upheld, whilst proactively encouraging colleagues to promote a culture of good HSE practice


• Ensure that you adhere to all Company Shop Group (CSG) policies and procedures, Hours of work: 40 hours per week, 9am to 5.30pm, Monday to Friday (Some flexibility required for out of hours when required)
  
  Previous experience in a 1st line role


• Previous experience supporting Microsoft Dynamics NAV 2009 / 18 or similar ERP implementations desirable


• Microsoft Dynamics 365 Business Central experience desirable


• Knowledge and experience of retail environment and processes, complete retail lifecycle


• Ability to work within a small IT department, be flexible and adaptable to varying situations and delivery to deadlines essential


• Awareness of ITIL methodologies


• Excellent communication skills - both verbal and written


• Ability to analyse trends & data to spot pain points and provide input into the team strategy


• Upholds Company Shop Group values at all times


• Ability to build and maintain effective working relationships


• To be flexible and adaptable to support the needs of the business


• A desire to continually focus on your own continued professional development
  
  Company Shop Group is the largest commercial redistributor of surplus food and household products in the UK, enabling some of the biggest retailers, manufacturers, food service and logistics providers to unlock value from surplus stock, which may have otherwise gone to waste.


The surplus we handle is redistributed through our Company Shop stores and our award-winning social enterprise Community Shop where we build stronger individuals and more confident communities.

Working with our partners, we deliver an incredible impact and we're proud to be a good business doing good.

Salary: Competitive salary available upon application plus Out Of Hours payment, Free membership to Company Shop for you and 10 x nominees

Death in service benefit

Contributory pension scheme

Annual Flu Injections (optional)

Perkbox

On site Parking