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10 days ago
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Service & Support Analyst - IT - Full Time - Wimbledon, South West London


Lidl UK
Location: UK
Job type: Permanent
Category: Customer Service Jobs
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The Service and Support Analyst will work as part of the Service Desk to provide technical and function support to end users and regions. Areas of support will be core Infrastructure components, business systems and user equipment including but not limited to bespoke applications, store and warehouse systems.

As part of the Service Desk, this role will act as an escalation point for the 1st line support team as well as a Service Transition point for the wider IT team.

What will you do?

What will you do?
* Provide a high quality IT support service to customers
* Qualify, investigate and resolve IT issues in line with agreed Service Levels
* Act as a technical escalation point for first line support team
* Resolve incidents and requests
* Provide phone and desk side support
* Record and maintain the knowledge and known error databases
* Installation and support of software and hardware
* Manage Service Transition of new services into the team
* Manage IT projects on behalf of the Service and Support team
* Provide training and documentation to Service Desk and end users
* Evaluate current systems and processes and suggest changes and improvements
* Support warehouse users and retail systems

What will you need?

What will you need?
* Proven track record in end user IT support in a busy corporate environment
* Excellent customer service and communication skills
* Active Directory administration
* Windows 8 and 10 setup, configuration and troubleshooting
* Lotus Notes 9 support
* Apple Mac hardware and OSX support
* Office 365 support
* iPhone and iPad support
* Good planning, prioritising and numeracy skills
* A methodical approach to work
* Good attention to detail

What do we offer?

What do we offer?
* £26,000 - £33,000 per annum (subject to experience)
* 10% London Weighting benefit (non-contractual) for employees working within the M25
* 30 days holiday per annum (pro rata, including Bank Holidays)
* A contributory pension scheme
* 10% discount on all Lidl products, in all stores throughout the UK
* Access to corporate discounts on a range of products and services (including holidays, home and garden products, leisure activities and more)
* Initial training and on-going development from an experienced team member
* Brilliant opportunities to take on more responsibility and long term career prospects
The Service and Support Analyst will work as part of the Service Desk to provide technical and function support to end users and regions. Areas of support will be core Infrastructure components, business systems and user equipment including but not limited to bespoke applications, store and warehouse systems.

As part of the Service Desk, this role will act as an escalation point for the 1st line support team as well as a Service Transition point for the wider IT team.

What will you do?

What will you do?
* Provide a high quality IT support service to customers
* Qualify, investigate and resolve IT issues in line with agreed Service Levels
* Act as a technical escalation point for first line support team
* Resolve incidents and requests
* Provide phone and desk side support
* Record and maintain the knowledge and known error databases
* Installation and support of software and hardware
* Manage Service Transition of new services into the team
* Manage IT projects on behalf of the Service and Support team
* Provide training and documentation to Service Desk and end users
* Evaluate current systems and processes and suggest changes and improvements
* Support warehouse users and retail systems

What will you need?

What will you need?
* Proven track record in end user IT support in a busy corporate environment
* Excellent customer service and communication skills
* Active Directory administration
* Windows 8 and 10 setup, configuration and troubleshooting
* Lotus Notes 9 support
* Apple Mac hardware and OSX support
* Office 365 support
* iPhone and iPad support
* Good planning, prioritising and numeracy skills
* A methodical approach to work
* Good attention to detail

What do we offer?

What do we offer?
* £26,000 - £33,000 per annum (subject to experience)
* 10% London Weighting benefit (non-contractual) for employees working within the M25
* 30 days holiday per annum (pro rata, including Bank Holidays)
* A contributory pension scheme
* 10% discount on all Lidl products, in all stores throughout the UK
* Access to corporate discounts on a range of products and services (including holidays, home and garden products, leisure activities and more)
* Initial training and on-going development from an experienced team member
* Brilliant opportunities to take on more responsibility and long term career prospects
Apply

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