There's plenty about Topps Group that might surprise you. Like the scale of our Head Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million pound retail business?
The Role
We currently have an exciting opportunity for an IT Service Analyst to join our IT Service Desk Team based at our Head Office in Grove Park, Leicester. Reporting to the IT Service Desk Manager, you will utilise your IT skills to deliver world class service to internal stakeholders. The successful candidate will work in a dynamic, hardworking 8-person team to support the company's IT services.
Responsibilities include:
* Ensure that issues that need to be escalated are done so using the set escalation process with clear and concise information on the nature of the issue
* Support the business ERP application - Microsoft Dynamics
* Building and configuration of Company hardware in accordance with guidelines and documentation so it falls in line with company procedure.
* Ensure the Stock Room is replenished and kept tidy at all times
* Ensure any old or faulty equipment is recycled regularly in lines with the business process.
* To deliver first class customer service for all incidents and requests with a high degree of customer satisfaction and timeliness
* To ensure all customer incidents and requests are logged correctly and are routed to the correct team or department
* To complete troubleshooting of incidents, and provide technical guidance to internal customers at all levels of the business
* To ensure that customers and stakeholders are regularly updated in a timely manner
* Ensure that issues that need to be escalated are done so using the set escalation process
* Responsible for keeping the knowledge base up to date and accurate, to support with driving first time fixes
* Identify improvements through trend analysis and create ways of reducing incidents where possible, helping to decrease ticket volumes across the Service Desk.
* Work alongside the Service Desk team to effectively monitor business critical systems and ensure all alerts and errors are dealt with properly using the correct processes.
Essential:
* Highly motivated and passionate about a career in IT
* Excellent planning, organisation, time keeping and communication skills
* Strong attention to detail, numerate and analytical
* Excellent interpersonal skills with an ability to build strong working relationships
* Proven track record of managing a highly varied workload
* Proactive and able to work on own initiative with minimal supervision
Desirable
* Previous experience of working in an IT service environment
* Previous experience working with Microsoft Dynamics
* Experience of working with SLAs and KPIs
* Understanding of the ITIL framework
* Experience of working in a multi-site/retail environment
What we'll do for you
In a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success (Up to 20% of your base salary). Then there's a generous staff discount, a Share Save scheme, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We're committed to promoting talent from within too, which means you'll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.