Second Line Service Desk Engineer

JD Sports- Head Office, Warwick House, Bury, Bury, United Kingdom

Overview

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Outdoors and Gyms with our colleagues working in stores across several retail fascias in many markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omnichannel retailer in the sports and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

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 800 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.

We know our colleagues work tirelessly to make JD Sports the success it is today and in turn, we offer them some amazing benefits including staff Discount On JD Group and other brands within the organisation and personal development opportunities to learn and develop at work.

Role Description

• Reporting to the IT Service Desk Manager the IT Support Analyst will be responsible for providing 2nd line IT Support to the JD business users.
• To 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.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To 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

• To provide 2nd 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.
• To log all support calls within the ITSM call logging tool.
• To 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.
• Liaise with 3rd Party technical support teams when necessary.
• Document working procedures and store within the knowledge management database.
• 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.
• Provide input into root cause analysis documents (RCA).

Experience & Knowledge

• Previous experience working in a service support environment with exposure to ITIL processes.
• Experience of working in an ITIL environment, understanding how the end to end processes work across the organisation.
• Excellent written and verbal communication skills.
• Ability to effectively identify issues, log and communicate to other personnel.
• Ability to work well under pressure, ensuring a structured approach is maintained at all times.
• An appreciation of ERP solutions, standards, tools and techniques.
• Experience in a retail environment.
• Experience of Application Support teams, (1st, 2nd and 3rd line).
• ITIL Foundation qualification (V3 or higher).
• Experience of IP Telephony.
• Ability to demonstrate both business and IT benefits where appropriate.
• Understanding of software tools such as Microsoft Project and Visio.
• Understanding of MAC OSX & iOS (including MDM JAMF).
• Understanding of Oracle products relevant to the retail industry.
• Understanding the business drivers (e.g. tangible, intangible benefits).

Skills / Behaviours

• 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.
• Good working knowledge of Microsoft Windows (v7, v8 and v10) & Office packages (2007, 2010, 2013 & 365).
• Good network knowledge (WAN / LAN).
• Good understanding of PC hardware set-up, configuration and maintenance.
• 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.
• Understanding of software tools such as Microsoft Project and Visio.
• Understanding of MAC OSX & iOS (including MDM JAMF).
• Understanding of Oracle products relevant to the retail industry.