Job Description

The IT Support Analyst - Level 2\'s role is to deliver support to end users in the organisation about how to use various types of software programs efficiently and effectively in fulfilling business objectives. The Level 2 is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.The IT Support Analyst - Level 2\'s role is to deliver support to end users in the organisation about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software across the group\'s (and other affiliated companies) computing environment. The IT Support Analyst -Level 2 is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.The successful candidate will provide an escalation point for the level 1 team as part of the Service Desk function. This might include installing, diagnosing, repairing, maintaining, and upgrading all infrastructure, end-user devices and equipment to ensure optimal business performance. The role will also troubleshoot problem areas (by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.The role reports into the Service Desk Team Lead, but has a large element of autonomous working, so the ability to be self-organised and process tasks and projects as assigned through internal ticketing systems. The successful candidate will have demonstrable client facing experience and possess the skill to develop relationships with end users, 3rd parties and suppliers.Operational Support

• Escalation point for the level 1 team.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritise, schedule, and administer all instances where enhancements and defect resolution are required
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organisation.
• Identify and learn appropriate software applications used and supported by the organisation.
• Identify, drive, and optimise opportunities to drive self-service, self-healing and automation of Service Desk tasks.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and individual classes.

Project Delivery

• Management of assigned projects/tasks as required by the business from time to time.
• Produce technically and commercially accurate reports.

Strategy & Planning

• Create and deploy feedback mechanisms for end users. Analyse results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
• Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Acquisition & Deployment

• Conduct research into software application products and services in support of development and purchasing efforts.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Conduct research on end-user devices in support of standardisation and procurement efforts. Evaluate and recommend products for purchase.
• Write technical specifications for purchase of end-user devices and related products.

Attractive Increment and bonus package|Good Career AdvancementQualifications

• Beneficial - Certifications in relevant areas such as Microsoft, Cisco, CompTIA Certs.
• Beneficial - Tertiary education in IT or another relevant discipline.

Knowledge & Experience

• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including POS, Office 365, and Rostering systems.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Broad knowledge of scripting, programming languages and techniques
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Extensive equipment support experience with POS systems, routers, and switches
• Working technical knowledge of current protocols, operating systems, and standards, including Windows 10/11.

Personal Attributes

• Solid relationship management and performance management skills.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment

The enterprise operates in the Supermarkets and Other Grocer and a main food chain suppliers.Hybrid work with Allowances

Michael Page