We are looking for a IT Support Analyst to join our IT Team, based in our Edinburgh store located on St Andrew Square. We currently have a full-time position, working 40 hours between Monday and Sunday. This is an exciting role for someone who relishes working as part of a team, taking responsibility and being hands on with technology. The position includes 1st and 2nd Line support of end user hardware and software as well as back-end infrastructure and applications.
What you will be doing
Provide 1st and 2nd Line support and triage to end users via multiple channels (telephone, email etc).
Troubleshoot incidents on Windows servers, on-site networking equipment and other critical infrastructure.
Liaise with multiple third-party support providers on incidents and requests.
Actively assist in the delivery of departmental projects
Contribute to creation and maintenance of the IT Knowledge Base articles
Support end user hardware / software – Desktop and Laptop PCs running Windows 8.1 / 10; Apple Macs and iPhones; Printers; Microsoft Office (365 and local) and other applications.
Triage and resolve issues on Point of Sale (POS) devices, back-office ERP, CRM and Web applications.
Creation and management of user accounts in various systems.
Skills and experience you need
Related HND or Degree in Computing / IT
Technical hardware and software troubleshooting skills
Understanding of ticket logging and updating
ITIL v3 Foundation knowledge or certification (desired)
Highly motivated and responsible
Willingness to learn from others and self-study
Excellent communication skills
Ability to remain calm whilst delivering to stringent deadlines
All your hard work, rewarded
Our colleagues are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
A unique Learning and Development programme to support your career with us
Very generous staff discount plus annual clothing allowance
Seasonal staff parties and team days
Charity day to support your good cause
Where do I sign?
If this is still sounding like the perfect role for you we look forward to reviewing your application. Please provide a covering letter stating your current salary and notice period.