Technology Support Analyst - 1st Line in Bury St Edmunds

Role Details

• Organisation/Team: JD Sports Fashion Plc – Group IT
• Reporting to: First Line Service Desk Team Leader
• Location: JD HO, Bury
• Level: 6
• Approx # of Direct Reports: 0

Business Environment

JD Sports Fashion Plc has long been established as the leading UK specialised multiple retailer of fashionable branded and own brand sports and casual wear, principally through the growth of its main retail fascia, JD Sports. The group now has over 1500 stores and is continuing to grow. We instil our staff with the knowledge and training they need to fulfil challenging and rewarding careers. Our workforce is built on motivated self-starters and we encourage our people to constantly seek ways to improve our business. This means challenging the way we merchandise, sell and manage the business, being creative and forward thinking in suggesting alternative solutions. Problems are solved and opportunities seized by people from all levels of the organisation, working together.

Role Description

Reporting to the IT Service Desk First Line team leader, the Tech Support Analyst will be responsible for providing 1st line technical support to the JD Group fascias and offices. Provide technical support, including detection, recording, analysis and the resolution of incidents received via phone, email, intranet and walk-up. Respond to support enquiries directly from clients, and help them resolve hardware and/or software problems. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Arrange for external technical support where problems cannot be resolved in house. Work closely with the service support teams, development teams and key business stakeholders to ensure that incidents are managed through to resolution.

Responsibilities

• Provide 1st line technical support for the IT functions of the business.
• Respond to support enquiries directly from clients and help them to resolve hardware and/or software problems via phone and ticketing system.
• Log all support calls within the ITSM call logging tool.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Liaise and work with other JD Technical teams as required (e.g. escalating to 2nd Line).
• Liaise with 3rd Party technical support teams when necessary.
• Assist and work alongside Knowledge Management to document working procedures.
• Establish and maintain effective relationships with the business users and group IT teams.
• Own customer issues and drive through to resolution.
• Assist ITIL managers in the development and maintenance of IT Support processes.
• Proactively identify areas for improvement and drive through to implementation.

Experience & Knowledge

Essential

• Excellent written and verbal communication skills, with the ability to clearly and effectively convey information to colleagues, stakeholders, and end users.
• Proven ability to identify technical and operational issues promptly, accurately log them, and elevate or communicate appropriately to relevant personnel.
• Able to remain calm and structured when working under pressure, maintaining clarity and focus in high-demand or time-sensitive situations.
• Comfortable working in a dynamic, fast-paced setting, with the ability to quickly adapt to changing priorities and demands.
• Demonstrated capability to manage multiple tasks simultaneously, ensuring consistent attention to detail and timely delivery across all responsibilities.

Preferable

• Experience in a retail environment.
• Experience of working in an ITIL environment, understanding how the end-to-end processes work across the organisation.
• Ability to demonstrate both business and IT benefits where appropriate.
• An appreciation of ERP solutions, standards, tools and techniques.

Skills / Behaviours

Essential

• Incident diagnosis and problem solving skills within an IT environment.
• Excellent interpersonal, communication and negotiation skills, both verbal and written.
• Ability to plan, coordinate and prioritise different activities.
• Ability to liaise with, and relate to, a broad spectrum of individuals.
• Strong customer service ethos with a can do mentality.
• Comfortable in playing a key role within a team environment.
• A flexible approach to the provision of support services to a dynamic, growing business.
• A strong desire to learn new skills.

Preferable

• Good working knowledge of Microsoft Windows (v7 & v8) & Office packages (2007, 2010, 2013 & 365).
• Good network knowledge (WAN / LAN).
• Good understanding of PC hardware set-up, configuration and maintenance.
• Understanding of business drivers.
• Understanding of MAC OSX & iOS (including MDM).