IT Support Analyst

IT SUPPORT ANALYST - 12 MONTH FTC 

The IT team aim to provide a service worthy of a 5* luxury brand which means we are impeccable in delivering our activities with the highest levels of customer service. The position includes 1st and 2nd Line support of end user hardware and software as well as back-end infrastructure and applications. The role will be mostly remote working however the ability to travel to our Knightsbridge or Edinburgh stores (dependent on location) at short notice is vital.

What you'll be doing: 

• Provide 1st and 2nd Line support and triage to end users via multiple channels (telephone, tickets, etc).
• Management of physical assets to meet SLA’s. This includes imaging devices, packing and shipping.
• Support end user hardware / software – Desktop and Laptop PCs running Windows 10; Apple Macs and iPhones; Printers; Microsoft Office (365 and local) and other applications.
• Troubleshoot incidents on Windows servers, on-site networking equipment and other critical infrastructure
• 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
• Carry out agreed operational checks and procedures
• Liaise with multiple third-party support providers on incidents and request
• Actively assist in the delivery of departmental projects
• Contribute to creation and maintenance of the IT Knowledge Base articles
• Be on the on-call rota for out of hours support

Current Technology Supported

• Windows 10
• Windows Servers
• General Windows Application
• Office365
• Active Directory
• Jira Service Management
• Merret ERP on AS/400
• Chameleon POS
• Enactor POS
• Board Business Intelligence
• Open Accounts / eBis
• Carval HR
• Magento / Cybersource
• Cisco telephony
• Vonage Contact Centre

A bit about your experience: 

• Related HND or Degree in Computing / IT
• Technical hardware and software troubleshooting skills
• Understanding of ticket logging and updating
• Customer Service
• ITIL v4 Foundation knowledge or certification (desired)

A bit about you:

• Highly motivated and responsible
• Willingness to learn from others and self-study
• Excellent communication skills (written, verbal and listening)
• Ability to remain calm whilst delivering to stringent deadlines
• Excellent organisational skills
• Good time management skills

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:

Flexible working
Very generous staff discount plus annual clothing allowance