Reporting to the IT Service Desk Manager, the IT Support Analyst will provide 2nd line IT support to JD business users via phone, email, intranet and walk‑up calls. The role involves diagnosing and resolving hardware and software incidents, logging calls in the ITSM tool, coordinating with internal and external technical teams, and maintaining high customer service standards.
Responsibilities
* Provide 2nd line technical support for IT functions.
* Respond to support inquiries from clients and help resolve hardware/software problems.
* Log all support calls within the ITSM call logging tool.
* Maintain high customer service and comply with service management principles.
* Liaise with JD technical teams and 3rd‑party support when necessary.
* Document working procedures in the knowledge management database.
* Establish and maintain relationships with business users and group IT teams.
* Own customer issues and drive resolution.
* Assist ITIL managers in developing and maintaining support processes.
* Proactively identify improvement areas and implement solutions.
* Provide input into root cause analysis documents (RCA).
Experience & Knowledge (Essential)
* Previous experience in a service support environment with ITIL processes.
* Understanding of end‑to‑end ITIL processes across an organisation.
* Excellent written and verbal communication skills.
* Ability to identify issues, log and communicate to other personnel.
* Ability to work well under pressure while maintaining a structured approach.
* Knowledge of ERP solutions, standards, tools and techniques.
* Experience in a retail environment.
* Experience with application support teams (1st, 2nd, and 3rd line).
* ITIL Foundation qualification (V3 or higher).
* Experience with IP telephony.
* French, Spanish or German language skills desirable.
* Ability to demonstrate business and IT benefits where appropriate.
Skills / Behaviours (Essential)
* Incident diagnosis and problem‑solving skills within an IT environment.
* Excellent interpersonal, communication and negotiation skills.
* Planning, coordination and prioritisation abilities.
* 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 (7, 8, 10) and Office (2007‑365).
* Good network knowledge (WAN/LAN).
* Good understanding of PC hardware setup, configuration and maintenance.
* Comfortable playing a key role within a team environment.
* Flexible approach to support services for a dynamic, growing business.
* Desire to learn new skills (preferred).
* Understanding of Microsoft Project and Visio.
* Understanding of MAC OSX & iOS (including MDM JAMF).
* Understanding of Oracle products relevant to the retail industry.
* Understanding of business drivers (tangible and intangible benefits).
Benefits
* Staff discount on JD Group and other brands within the organisation.
* Personal development opportunities.
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