At a Glance
- Tasks: Provide 1st line tech support and resolve hardware/software issues for our dynamic team.
- Company: Join JD Sports, a leading global retailer in sports fashion and outdoor gear.
- Benefits: Competitive salary, training opportunities, and a vibrant work culture.
- Other info: Great career growth potential in a supportive and innovative company.
- Why this job: Be part of a fast-paced environment where your ideas can drive real change.
- Qualifications: Strong communication skills and a passion for problem-solving in IT.
The predicted salary is between 25000 - 30000 £ per year.
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. JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019. We want to be the leading global omnichannel retailer in the sports and outdoor industry.
About the Role
- Title: Tech Support Analyst - 1st Line
- 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. 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.
Responsibilities
- To 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 & Ticketing System.
- 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 (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
- 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 escalate 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.
- Required Skills
- 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.
- Preferred Skills
- 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.
- 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 the business drivers (e.g. tangible, intangible benefits).
- Understanding of MAC OSX & iOS (including MDM).
Technology Support Analyst - 1st Line in Bury employer: JD Sports Fashion
JD Sports Fashion Plc is an exceptional employer, offering a dynamic work environment at our Head Office in Bury, where innovation and customer focus drive our success. We prioritise employee development through comprehensive training and encourage a culture of collaboration and creativity, allowing our team members to thrive in their careers while contributing to our growth as a leading global omnichannel retailer. With a commitment to operational excellence and a supportive atmosphere, JD Sports is the ideal place for those seeking meaningful and rewarding employment in the retail sector.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Support Analyst - 1st Line in Bury
✨Tip Number 1
Get to know the company! Research JD Sports and understand their values, culture, and recent developments. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Tech Support Analyst, you'll need to convey technical information clearly. Try role-playing common support scenarios with a friend to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at JD Sports. You never know who might give you a leg up!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the JD Sports family.
We think you need these skills to ace Technology Support Analyst - 1st Line in Bury
Some tips for your application 🫡
Show Off Your Communication Skills:Since excellent written and verbal communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t shy away from showcasing your ability to convey information effectively.
Highlight Your Problem-Solving Abilities:We want to see how you tackle technical issues! In your application, share examples of how you've diagnosed and resolved problems in the past. This will show us you're ready to jump into the 1st line support role.
Tailor Your Application:Make your application stand out by tailoring it to the job description. Mention your experience in retail or ITIL environments if applicable, and relate your skills to the responsibilities outlined in the job ad.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at JD Sports!
How to prepare for a job interview at JD Sports Fashion
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around incident diagnosis and problem-solving in an IT environment. Familiarise yourself with common hardware and software issues that might come up in a retail setting, as well as the tools and techniques used in ITIL processes.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, be ready to share examples of how you've delivered excellent customer service in the past. Highlight your ability to remain calm under pressure and how you’ve effectively communicated with clients to resolve their issues.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think about how you would handle specific situations, like a high-pressure support call or a tricky technical issue. Practising these scenarios can help you articulate your thought process clearly.
✨Demonstrate Your Team Spirit
JD Sports values collaboration, so be prepared to discuss how you work within a team. Share experiences where you’ve successfully liaised with colleagues or escalated issues to ensure a smooth resolution. This will show that you’re not just a lone wolf but a team player who contributes to the overall success.
