Central England Co-Operative Careers

IT 2nd Line Support Analyst
Full Time

££21,000 - £22,000
Contract Term

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IT & Digital - Staffordshire

Job Description

As one of the UK’s largest Co-operative societies our colleagues are the key to our success, which is why we want the very best people as part of our team.

About the role

A fantastic opportunity to join the IT team as an IT 2nd Line Support Analyst.The team provide all desktop and user support for interactions that cannot be resolved by our Shared Service team.

You will

Work closely with colleagues and other internal teams covering the incident and request processes.

Ensure that interactions are managed through to resolution and that any interactions which cannot be resolved are triaged before assigning to other resolver teams.

You will ensure that all interactions are updated at least every 48hrs for incidents.

You will be required to step into the role as incident lead when a major outage or disruption occurs and being able to analyse live interactions and communicate with colleagues will be key.

The role covers a range of shifts from 7am to 7pm over a 7-day period.

About you

A strong eye to detail and be able to spot emerging trends for daily incidents and input into the trends for Problem Management.

You will be technically sound and understand the ITIL principles adopted by the department.

Be able to remain calm whilst under pressure and have an ability to handle multiple priorities at the same time.

An ability to manage a portfolio of interactions, being a strong team player and managing 3rd party support is key to being successful in this role.

You will be able to communicate in a style that is relevant for the audience and remove jargon when dealing with colleagues outside of IT.

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Central England Co-operative

Central England Co-operative is one of the most successful independent co-operatives in the UK with gross sales in excess of £1bn and over 8,800 colleagues operating across 16 counties from the heart of England to its eastern shores.

Central England Co-operative colleague enjoy a wide range of benefits, including Society Membership, colleague discount on purchases, pension and health scheme.

Our main business activities include retail food and funeral services, although our diverse retail interests range from coffin manufacture to florist shops and travel agents, as well as the management of a significant property portfolio.

At Central England Co-operative Society we are all individual, like you. We value your individuality and welcome applications from all members of society regardless of personal characteristics.

We have an ambitious growth strategy centered on new site development to deliver continued success. In 2013 we were proud to be named UK Co-operative of the Year in recognition of the contribution we make to our members, local communities, the environment and wider society, as well as our strong business performance.