2nd Line IT Support Analyst

at  JD Sports

Reporting to the IT Service Desk Team Leader, the 2nd Line IT Support Analyst will be responsible for providing 2nd line IT Support to the JD business users.

• Job Title – 2nd Line Support Analyst
• Location – BL9 8RR
• Working rota –

7 am-3:30 pm
8 am-4:30 pm
9 am-5:30 pm
10:30 pm-7:00 pm
Weekends (1 in 5)
Both days - 8-4:30 pm

WHAT YOU’LL BE DOING:

As a 2nd Line Support Analyst, you’ll be doing the following:

• Provide technical support for incidents - including diagnosis, recording, analysis and resolution of tickets received via phone, email, intranet and walk-ups.
• Respond directly to end-user IT enquiries, helping them resolve hardware and / or software issues.
• At all times maintain a high degree of Customer Service and adhere to relevant IT Service Management principles.
• Arrange external technical support in instances where problems cannot be resolved in house.
• Work closely with the internal 3rd Line and Development teams (as well as key business stake holders) to ensure that incidents are managed right through to resolution.

Reporting to the IT Service Desk Team Leader, the 2nd Line IT Support Analyst will be responsible for providing 2nd line IT Support to the JD business users.

• Job Title – 2nd Line Support Analyst
• Location – BL9 8RR
• Working rota