Service Desk Analyst

Join to apply for the Service Desk Analyst role at JD Sports Fashion

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.

Job Details

Job title: Service Desk Analyst
Location: Distribution Centre (Kingsway)
Department: Group
Location: Kingsway- Rochdale
Working pattern: 4 on 4 off – Week 1 7am – 4pm Week 2 10am 7pm

Key Roles and Responsibilities:

Reporting to the Kingsway IT Manager, the IT Support Analyst will be responsible for providing 1st and 2nd line technical 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.
• 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 stake holders to ensure that incidents are managed through to resolution.
• Provide 1st and 2nd line technical support for the IT functions of the business.
• Log all support calls within the ITSM call logging tool.
• Liaise and work with other JD Technical teams as required.
• 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.
• Provide input into root cause analysis documents (RCA).

Requirements

Essential:

• 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 always maintained.

Preferable:

• Experience of working in an ITIL environment, understanding how the end-to-end processes work across the organisation.
• 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.
• 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 (10 and 11) & Office 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.
• A strong willingness to be hands on and perform physically demanding tasks.
• Ability to be flexible in working hours and shift patterns to cover operational requirements.

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.