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IT Support Analyst

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  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity

Requirements

  • Previous experience of working in an IT or Technical role with a strong customer support background.
  • Experience with change management processes.
  • Experience of using incident/service tool.
  • Knowledge and understanding of analytics and reporting tools.
  • Good people management, with confirmed ability to effectively work with internal and external teams.
  • Service leadership skills with experience of successful solving issues and support provision.
  • Consistent delivery of results.

Responsibilities

  • Good technical background in testing, organisational change and support provision.
  • Superb communication with technical and non-technical colleagues to ensure changes to the current systems are effectively handled.
  • Demonstrates customer first thinking and behaviour.
  • Act as a point of escalation for issues and ensure the right actions are taken to investigate and resolve problems.
  • Good user documentation skills, reviewing/ writing user documentation with development teams and specialists.
  • Perfection in building positive relationships with business team members and third-party suppliers.
  • Desire to learn, add new value and drive progress by implementing standard methodology improvements in a customer focussed environment.
  • Good written and verbal communication skills, being able to communicate effectively and efficiently with colleagues, customers and suppliers.

FAQs

What are the primary responsibilities of the IT Support Analyst role?

The primary responsibilities include ensuring service availability, security, and performance across multiple systems, handling customer support, acting as a point of escalation for issues, reviewing user documentation, and building positive relationships with business team members and suppliers.

What qualifications are necessary for the IT Support Analyst position?

Previous experience in an IT or technical role with a strong customer support background, knowledge of change management processes, familiarity with incident/service tools, and strong people management skills are necessary for this position.

Is prior experience in service management important for this role?

Yes, previous experience of service management and incident management is important to ensure effective problem resolution and support provision.

Will I need to communicate with both technical and non-technical colleagues?

Yes, superb communication skills are required to interact effectively with both technical and non-technical colleagues to manage changes to systems efficiently.

What kind of experience should I have with reporting tools?

A knowledge and understanding of analytics and reporting tools is necessary for the role.

Are there opportunities for career growth within the company?

Yes, Booker offers a great environment for career advancement and skills development for its employees.

What benefits does Booker provide to its employees?

Benefits include a colleague card with discounts at Booker and Tesco, insurance discounts, health checks, pension matching, life assurance, health and wellbeing support, and an extensive holiday package.

How does the company support employee wellbeing?

Booker provides health and wellbeing resources, including a 24/7 confidential Employee Assistance Programme and Virtual GP services for employees and their families.

What is the work environment like at Booker?

The work environment at Booker is collaborative and focused on customer satisfaction, where employees work closely with Service Delivery Managers, business partners, and suppliers.

Is there a probation period for new hires?

Yes, the benefits related to Tesco, such as the Tesco colleague discount card, begin after 3 months of service, indicating a probationary period.

Booker - A place to get on.

Retail & Consumer Goods
Industry
1001-5000
Employees

Mission & Purpose

Booker Group is a leading food and drink wholesaler in the UK, serving independent retailers, caterers, and small businesses. They provide a wide range of products, including fresh and frozen foods, beverages, and cleaning supplies, aimed at meeting the diverse needs of their customers. Their goal is to support business growth by offering competitive prices, excellent service, and a comprehensive product range. By ensuring efficient and reliable supply chain solutions, Booker Group aims to help their customers succeed in a competitive market.

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