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 facades and offices. This includes the detection, recording, analysis and resolution of incidents received via phone, email, intranet and walk‑up. The Analyst will respond to support enquiries directly from clients, helping them resolve hardware and/or software problems, maintain a high degree of customer service for all support queries, adhere to all service management principles and arrange external technical support when in‑house solutions are insufficient. The role requires close collaboration with 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.
Qualifications
- 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 escalatem 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.
- 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, 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.
- 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 the business drivers (e.g. tangible, intangible benefits).
- Understanding of MAC OSX & iOS (including MDM).
