IT Support Analyst

IT Support Analyst

Salary: £28,000 – £31,950 dependant on experience
On call once proficient at an additional rate

Who are we?

First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

The IT support role reports directly to the IT Delivery Manager, FCC and is responsible for leading on the coordination and delivery of key IT change projects within the contact centre. The role will also work with key stakeholders to assist with the transition and go live of new service lines into the contact centre and will be responsible for managing helpdesk tickets and providing 1st/2nd line support day to day along with the existing IT support team members. The role will involve working on our ITSM tool to ensure that tickets are picked up, worked on within the SLA\’s, and escalated to either 3rd parties or internally to resolve more complex issues. The role will also involve building new devices, installing, configuring laptop and mobile devices and ensuring our asset management is kept up to date. You will work across platforms that support communication, collaboration, and identity and access management within the organisation.

Your main responsibilities will be:

• Maintain the performance, availability, integrity and security of all IT services
• Develop, maintain and document all aspects of IT services to ensure compliance and demonstrate appropriate control to third parties
• Support service desk operations in line with ITIL, ISO27001, PCI-DSS and other relevant frameworks.
• Ensure that services adhere to best-practice principles and standards
• Establish, maintain, develop and communicate service levels required by the business units and Group
• Systems and applications support, and escalations as required to ensure swift resolution of all incidents impacting the contact centre.
• Management of the contact centre IVR and any changes required by the business to the IVR
• Management of all contact centre applications and systems
• End to end ownership of leavers, movers and starters process within all FG internal and external contact centres, ensuring that correct access levels for agents and team managers are established and maintained (CRM and email addresses)
• Management and coordination of incidents, issues and IT projects impacting the contact centre.
• Providing technical input into all contact centre change requirements.
• Logging, monitoring and reporting on all contact centre incidents, projects and issues.
• You will be required to work additional on-call hours which will be allocated within the rostered shifts on a rotational basis to meet customer driven demand and include evenings and weekends, from 6am until 11pm. Your rostered shifts, which will include the rotational additional on-call hours, will be distributed monthly.

We are looking for:

• A self-starter who is results-driven with high levels of self-motivation, drive and initiative
• Proven ability to work under pressure and with others
• Experience working with/on an IT Service Desk
• Excellent communication skills with the ability to work with senior managers
• Customer focused
• Supplier relationship management experience
• Experience within an ITIL environment to include change management
• Broad background in Contact Centre – Shared Services
• Knowledge of ITIL, ISO27001, and other relevant frameworks
• Broad background in Microsoft products (e.g. Office 365)
• CRM Toolsets Support Experience (Salesforce)
• Experience dealing with hardware and hardware maintenance
• Experiencesupport IP Telephony (AWS Amazon Connect)
• Working to strict OS Patching and AV Update Schedules ensuring business compliance
• Experience with ticketing systems, desirable: Freshdesk, Zen Desk, ServiceNow
• ITIL certification desirable but not essential
• IT certifications (e.g. CompTIA A+, ITIL V4) would be advantageous but not essential

About the location

Sheffield city centre. Ten minutes\’ walk from Sheffield Station. Travel to other UK locations as appropriate

This role is a fully onsite position

Working pattern

37.5 hours per week between core business cores (8am – 6pm Monday to Friday). On call hours allocated on a rotational basis

The Reward

We believe great work deserves great rewards. That\’s why we offer a comprehensive benefits package designed to support your lifestyle, well-being, and future:

• Competitive Pay – We offer a salary that reflects your skills, experience, and the valuable contribution you\’ll make to our team.
• On Call Annual Payment – Once proficient and included in the on call rota you will be eligible for an annual payment paid on a monthly basis
• Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
• Discounted Train Travel – Enjoy all day travel for you and your family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service
• Generous Holiday Allowance – 25 days of annual leave plus public holidays
• Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme
• First Xclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more
• 24/7 Employee Assistance Programme – Confidential support whenever you need it, because your wellbeing matters.

We all belong at First Customer Contact.

FirstGroup\’s vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

Neurodiversity Definitions and Different Types

https://www.healthassured.org/blog/neurodiversity/