Technology Support Analyst
| Posting date: | 18 June 2025 |
|---|---|
| Salary: | £30,000.00 per year |
| Hours: | Full time |
| Closing date: | 18 July 2025 |
| Location: | London, NW1 8QH |
| Company: | inploi |
| Job type: | Permanent |
| Job reference: | 75710014 |
Summary
About the Role
· A hands-on role to deliver technology service level agreements with the wider business.
· Resolve questions related to systems, software, connectivity and hardware.
· Successfully triage questions and deliver self-help solutions and recommendations.
· Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.
· Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.
Areas of Responsibility
· Reporting to the Technology Support Manager.
· Work flexibly and be part of the on-call rota.
· Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
· Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
· Provide hardware and software support both locally and remotely for the Group
· Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
· Manage your question / ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s).
· Liaise with and escalate issues.
· Possible travel around London to resolve issues requiring intervention
Experience/Skills:
· A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)
· Strong organisation skills, personally and professionally.
· “Can do” outlook and approach to work.
· Technology qualifications / certifications a bonus.
· Excellent written and verbal communication skills
· Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
· Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.
· Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
· An ability to think critically about systems and to adjust consistently as needed
· Document learnings to build the knowledge repository.
· Willingness and ability to learn about standard and bespoke applications
Location: Hendon & Camden
London (occasional travel to GAIL’s retail locations and head office)
Working Hours: 40 hours (shifts covering 8am to 6pm)
[Evenings and weekend on-call rota cover]
What we offer
- Free food and drink when working
- 50% off food and drink when not working
- 33 days holiday
- Pension Scheme
- Discounts and Savings from high-street retailers and restaurants
- 24 hour GP service
- Cycle to work scheme
- Twice yearly pay review
- Development programmes for you to RISE with GAIL’s