System Analyst - 2nd line support
| Posting date: | 18 December 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Part time |
| Closing date: | 16 January 2025 |
| Location: | None, None |
| Company: | Tesco |
| Job type: | Permanent |
| Job reference: | tesco/TP/11428279/922810 |
Summary
About the role
IT Analyst provides specialised second level support to our customers and colleagues across diversified technology platforms. You work collaboratively with Product, Engineering and Infrastructure colleagues to find resolution and retain ownership to keep Customers informed of the progress. You are an expert in identifying patterns and trends related to incidents.
At Tesco, we believe in the power of spending more time together, face to face, than apart. So, during your working week, you can expect to spend 60% of your time in one of our office locations or local sites and the rest remotely. We also recognise that life looks a little different for each of us. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. That’s why at Tesco, we always welcome a conversation about flexible working. So, talk to us throughout your application about how we can support.
You will be responsible for
- Investigate and diagnose technology issues reported via MyTech - Internal IT support function
- Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems
- Identify wide impact issues and involve relevant teams to resolve within SLA
- Identify similarities, co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround
- Retain ownership of customer’s issues and keep them informed of the progress
- Possess detailed knowledge of relevant SLA’s and their implications for support
- Possess in-depth knowledge of processes and good grounding across technology wide procedures
You will need
- ITIL processes (Incident and Problem Management)
- Excellent Communication Skills
- Network Troubleshooting
- Ticketing systems & SLA
- Windows Desktop and Application Support
What’s in it for you
We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!
- Annual bonus scheme of up to 10% of base salary
- Holiday starting at 25 days plus a personal day (plus Bank holidays)
- 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
- Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing
About us
Tesco has become a market leader by doing the little things that really matter for our customers and colleagues.
It’s part of what makes Tesco such a great place to work, and we’re proud to have been accredited as one of Britain’s Top Employers again this year.
We're the UK's number one retailer and we pride ourselves on offering a great shopping experience. We are passionate about our food, merchandise and services and will always try to get things right for our customers.
But did you know we also offer great job opportunities? With stores, distribution centres and offices across the UK, and a vast variety of roles, we are always looking for people who have a hunger to work with customers and colleagues across our exciting business.
We believe in treating each other with respect and giving everyone an equal opportunity to get on. It's our people that make the difference every day - helping us make a difference for our customers
Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details before your agreed start date.
For more information about us please visit www.tescoplc.com
Proud member of the Disability Confident employer scheme