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

• 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