At a Glance
- Tasks: Provide 1st line tech support and resolve hardware/software issues for JD Sports.
- Company: Join JD Sports, a leading UK retailer in sports and casual wear.
- Benefits: Gain valuable experience in a dynamic environment with growth opportunities.
- Other info: Flexible working environment with a focus on continuous learning.
- Why this job: Be part of a motivated team that values creativity and problem-solving.
- Qualifications: Strong communication skills and a passion for tech support.
The predicted salary is between 24000 - 28000 £ per year.
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. 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 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.
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 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.
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 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
JD Sports Fashion Plc is an exceptional employer, offering a dynamic work environment at our headquarters in Bury, where innovation and creativity are at the forefront of our operations. We prioritise employee development through comprehensive training and encourage a culture of collaboration, allowing staff to contribute ideas that drive our business forward. With a strong focus on customer service and problem-solving, our team members enjoy meaningful roles that not only challenge them but also provide opportunities for growth within a leading retailer in the sports fashion industry.
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 culture! JD Sports values motivated self-starters, so show us your enthusiasm and creativity during interviews. Research their latest projects or initiatives and be ready to discuss how you can contribute.
✨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 clarity.
✨Tip Number 3
Be prepared for problem-solving questions! We love candidates who can think on their feet. Brush up on your incident diagnosis skills and be ready to walk us through how you'd tackle a tricky tech issue.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the JD Sports team. Don’t forget to follow up after applying to express your interest!
We think you need these skills to ace Technology Support Analyst - 1st Line in Bury
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Tech Support Analyst role. Highlight your relevant experience in IT support and customer service, and don’t forget to mention any specific skills that match the job description!
Show Off Your Communication Skills:Since excellent communication is key for this role, use clear and concise language in your application. Give examples of how you've effectively communicated with clients or colleagues in the past to resolve issues.
Demonstrate Problem-Solving Abilities:In your application, share specific instances where you identified and resolved technical issues. This will show us that you have the problem-solving skills we’re looking for in a 1st line support role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining the JD Sports team!
How to prepare for a job interview at JD Sports
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around common hardware and software issues. Be prepared to discuss how you would diagnose and resolve typical problems that might come up in a retail IT environment.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch support, think of examples where you've gone above and beyond for a customer. Highlight your ability to stay calm under pressure and how you effectively communicate with users to resolve their issues.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL processes can give you an edge. Brush up on the basics of incident management and service delivery, and be ready to explain how you would apply these principles in your role as a Tech Support Analyst.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during your interview. Think through how you would handle specific situations, like a high volume of support requests or a particularly challenging technical issue, and be ready to articulate your thought process.
