Here at AIS, we have an exciting opportunity available for a Support Analyst to join our IT team based in Solihull. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary, depending on experience.
AIS is the UK’s and Ireland’s leading fashion, home and leisure buying group with a membership of 280 independent department stores and specialist retailers. We’re a membership of buying power, creativity and expertise!
As our Support Analyst you will support and enhance the business systems and services in line with the requirements of the AIS group and its members
Key responsibilities
* Serve as the first point of contact for customers seeking technical assistance over the phone, in person or via the ITSM tool
* Provide solutions to incidents, whilst adhering to SLA
* Prioritise and manage workload effectively ensuring open incidents, BAU tasks and mini projects can be managed simultaneously
* Build relationships across the business whilst providing help and advice in technology best practises
* Assist as necessary with equipment deployment and onboarding of new employees within the business
* Carry out routine tasks such as system and performance monitoring, escalating issues where appropriate
* Maintain information and hardware asset registers across the IT estate
* Work with the Service Delivery Manager to support the transition of projects to the service team
* Perform root cause analysis for reoccurring & business critical incidents
* Coordinate the IT estate to ensure continuous department standards are met which includes but is not limited to comms organisation, cabling, naming conventions etc.
* Work with 3rd party suppliers to address system issues which have an impact on business operations
* Produce and maintain departmental documentation as agreed with the Service Delivery Manager
* Provide support for the AIS trade shows and Cranmore Park events as necessary
What we’re looking for in our Support Analyst:
* Educated to degree level, ideally in a relevant subject or previous years’ experience in a service desk role.
* Professional approach to customer services
* A desire to learn and develop new skills
* A passion for technology and problem solving
* A professional approach and able to represent the IT service to a professional level
* Excellent communication skills both externally and at all levels in the company, both written and verbal with the ability to summarise technical concepts to non-technicians
* Efficient in time management with the ability to meet deadlines, manage expectations and balance various workloads
* Enthusiastic, self-confident and self-motivated
* Ability to investigate and propose new solutions and systems to support the business
Essential:
* Full understanding of ITSM processes
* Windows troubleshooting
* Active Directory, Group Policy
* Office 365
* Application support
Desired:
* Routers & Switches – Meraki
* Hyper V / VMWare
* Windows Server OS
* System Monitoring – PRTG
* Backups - Veeam
Benefits| Rewards| Wellbeing
* 25 days holiday + bank holidays (in a full leave year, prorata for part time employees)
* Opportunity to buy additional annual leave (up to 5 days perleave year)
* Birthday leave - no one should work on their birthday sohave the day off on us!
* Company pension scheme
* Employee Wellbeing Scheme & Employee AssistanceProgramme (EAP)
* Cycle to work scheme
* Charity / volunteering Leave
* Free employee parking
* Onsite catering service (subsidised rate for employees)
* Access todiscounts and staff sales
* Employee engagement calendar and activities throughoutthe year
If you feel you have the skills and experience needed to become the Support Analyst at AIS, then please click ‘apply’ today! We’d love to hear from you.
#J-18808-Ljbffr