Systems Analyst in Welwyn Garden City

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Our client, a leading organisation in the retail sector, is seeking a talented Systems Analyst to join their dynamic team at the Head Office. This temporary position is set for a duration of 9 months and offers an exciting opportunity to work in a fast-paced environment while supporting critical technology systems that enhance the experience for both customers and colleagues.

Key Responsibilities:

• Investigating and diagnosing reported technology issues.
• Collaborating with product, engineering, and infrastructure teams to resolve incidents.
• Identifying patterns and trends related to incidents and escalating them as necessary.
• Retaining ownership of issues while keeping stakeholders informed of progress.
• Publishing knowledge base articles for newly identified issues.
• Engaging with third-party vendors for event support.
• Providing meeting room support and collaborating with the Events team for executive events.
• Occasionally offering out-of-hours support for planned activities.

What Our Client Requires:

To thrive in this role, candidates should possess a blend of technical expertise and excellent communication skills. The ideal candidate will have:

• Good knowledge of ITIL processes, particularly Incident and Problem Management.
• Experience with ITSM tools such as ZenDesk or Service Now.
• Proficient knowledge of Windows 11, Office 365 Suite, iOS, Android, and various peripherals.
• Familiarity with meeting room technologies (e.g., Cisco TP, MTR).
• Strong network troubleshooting skills.
• A background in call handling within an IT Service Desk environment.
• Experience troubleshooting Windows desktop issues and applications.

Skills & Experience:

• ITIL certification is a plus.
• Solid understanding of IT Asset Management and the IT Asset Lifecycle.
• Previous experience in a 24/7 shift environment is advantageous.
• Exceptional customer focus with a knack for root cause analysis.

Work Environment:

This role requires on-site presence 5 days a week, allowing for collaborative engagement with key teams, including Service Desk, Executive Support, and Service Operations. The successful candidate will enjoy the opportunity to work closely with a large stakeholder group, making a tangible impact on the organisation's technology support landscape.

Why Consider This Opportunity?

• Work in a vibrant and supportive team environment.
• Engage in challenging and rewarding projects that directly influence the organisation's operations.
• Gain valuable experience in a prominent retail organisation while enhancing your technical skills.

If you are a proactive and enthusiastic Systems Analyst eager to take on new challenges within a leading retail organisation, this is the opportunity for you! Apply now.

Please answer screening questions. Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly. Pontoon is an employment consultancy and operates as an equal opportunities employer.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.