IT Support Analyst

We have a fantastic opportunity to join the IT & Business Change team at Greggs as an IT Support Analyst. Forming a key part of the Support Team, our IT support analysts are the first point of contact for our Greggs colleagues either reporting IT incidents or making IT service requests.,

• Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another, This is a full-time role (35 hours per week) however flexibility in this will be considered
• We know that having a work-life balance is important, so we offer our colleagues as much flexibility as possible in line with the needs of their role
• The base location for this role is Greggs, Innovate House, Balliol Business Park, Newcastle upon Tyne, NE12 8EW
What you'll do Within the IT support team our goal is to deliver a first-class service ensuring we support our colleagues in keeping the Greggs business operating effectively and efficiently. Working in our IT Support team within the service desk you will be responsible for taking calls from colleagues, providing that first point of contact for IT Support. You will triage support requests in the first instance attempting a first time fix where possible and escalating up in IT Support and out to wider IT&BC where necessary. As you develop you will have the opportunity to work in our higher technical areas, 2nd line support and hardware provisioning. This will include:
• Triaging Incoming Support Requests
• Resolving IT Support Requests
• Liaising with and escalate requests to members of the IT Support team and the wider IT&BC function
• Maintaining Service Requests
• Performing System Testing, Checks and Minor updates
• Maintaining IT Support Documentation
  
  You will fit right into this role if you can demonstrate:
• Proficiency in Microsoft Office 2016 onwards
• Experience of O365
• Installing new technologies and teaching end users how to operate them
• Providing remote technical support via internet or phone
• Backing up and restoring files
• Maintaining operating systems by repairing hardware and configuring software
• Excellent written and verbal communication skills
• Strong skills in planning, prioritising, and organising
• Are a strong team player, able to build good working relationships at all levels
• Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together
• Are supportive of an inclusive culture - recognising and valuing that difference is good
• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!
  
  21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
• Colleague discount, up to 50% off our own-produced products
• Pension scheme with matching employer contributions up to 7%
• Paid breaks
• Free hot drinks while on a shift break
• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our colleagues who have at least 6-month service, or more, each year
• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
• Career progression and learning and development
• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers