IT Support Analyst - London*
We are the leading Asian-inspired quick-service retail and grocery brand with over 80 restaurants across the UK, Belgium, and growing wholesale business across Europe and beyond.
Our renowned delicious food made fresh in every restaurant, every day, has made itsu a top choice for healthy eating.
In addition to our restaurants, itsu [grocery] offers a range of high-quality Asian-inspired foods available online and in supermarkets.
We are excited to be one of the leading brands in this specific group and have ambitious plans for continued growth both domestically and globally.
With its best-in-class-food, latest technology, innovation, and talented workforce, itsu is the future of fast food.
Overview
The role of the IT Support Analyst is to provide a confident first point of contact to the itsu teams when dealing with technology issues whether they are in store, the Academy or Grocery. Understanding the issues and providing a clear path to resolution is key to role.
This role will also be central to the ongoing maintenance and monitoring of the business systems on which itsu rely.
Responsibilities
* Be a first point of call for all 1st Line Support within itsu (Stores, Head Office, Grocery and remote workers)
* Monitor the Helpdesk and Ticketing System and ensuring end users are kept updated through until the resolution of their incident or request
* Administer and Manage User Accounts across systems as part of the joiner, mover and leaver policy
* Work with and support the Tech Team in delivering accurate and well supported systems and change management
* Setup, maintain and troubleshoot desktops, laptops and mobile devices, ensuring that they are managed using Intune and comply with all our user and security policies
* Participate in the installation and support of hardware devices in the stores estate that the IT team are responsible for, including tills, kiosks, kitchen displays and some network devices
* Work collaboratively with third party software and hardware suppliers to troubleshoot issues both remotely and in stores
* Provide training of store and Head office employees with new systems and processes
* Support our Card Processing Solution and other key business systems, including EPOS and supply chain systems
* Deliver operational support for a growing portfolio of business critical Power Apps
* Work with and Support other areas of the IT Team in ensuring a stable network connection for our sites and equipment on site
* Support the data management of the EPOS system and other key business systems as required during periods of major change
* Participate in testing activities as part of business and system change
* Be an integral part of the Support Team and willing to provide on-call support as required out of normal working hours and at weekends as part of a rota
* Report to the IT Services Manager
Qualifications
* Experience in providing a first-class IT support service to businesses
* Good retail exposure
* Basic knowledge of Operating Systems (Windows and Mac)
* Basic knowledge of Software Installations
* Good practical knowledge of back office processes
* Knowledge of managing and supporting Mobile Devices (Phones / Tablets)
* Experience in supporting Windows hardware -laptops and desktops
* Experience in managing, supporting and troubleshooting Microsoft 365 Applications and services - including Outlook, Word, Excel, Sharepoint, Teams, OneDrive, Power Apps, Intune and Entra
* Experience in supporting chip and pin devices
* Experience in supporting remote locations
* Excellent communication skills in spoken and written English
* Experience of the retail environment or an area of the QSR business process would be an advantage
* Proactive, self-motivated and logical thinker with a real desire to learn and develop your skills and knowledge
* Customer focused / obsessed – you put people at the heart of everything you do by displaying the 4 itsu qualities :
* I take pride [in what I do]
* I genuinely care [for people]
* I want to grow [myself & others]
* I build trust [around me]
Perks and benefits
* A competitive salary
* Flexible working, including 1 day a week working from home, and up to 2 weeks a year working from abroad.
* Generous time off allowances [including bank holidays]
* Free breakfast and snacks available every day
* A free itsu lunch whenever you are in the office and 50% off in all stores, for when you are not.
* We cover a variety of different benefits such as physical, mental, financial, environmental and social wellbeing.
* An array of business events and socials throughout the year.
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