1st/2nd Line Support Analyst

We are looking for a 1st & 2nd line IT support analyst to join our team onsite in Teesside. This is a key role providing responsive and efficient IT support., * To report to the RFL IT Support Manager.

• To analyse and resolve day to day technical problems in support of the RFL.
• To log all support calls and prioritise them accordingly.
• To progress project work as allocated by the IT Support Manager.
• To maintain currency on all Ramsdens systems.
• To escalate issues to the IT Support Manager.
• Ensure that departmental SLAs are achieved.
• To maintain a broad knowledge of state-of-the-art technology, equipment, and/or systems.
• To substitute for other team members in periods of their absence.
• To conduct new branch installations.
• To visit Ramsdens sites where physical first-hand assistance is required.
• To act as a point of escalation for issues raised by other team members.
• To perform other related duties as assigned by the RFL IT Support Manager and RFL Directors

Do you have experience in Windows?, * Demonstrate sound ability to support Windows desktop environments.

• Have sound knowledge of current Windows user operating systems.
• MS Office (various versions).

Hardware Knowledge

• PC break fix.
• Routers
• Wi-Fi
• Printers
• LANs
• WANs
• Firewalls

Support Environment

• High standards of efficiency and determination.
• Show awareness of business operating processes.
• Sound capability handling support calls.
• Proven ability to handle high levels of call volumes.

Communication

• Able to give and take clear instruction in various forms, i.e. verbal, e-mail
• Capable of demonstrating good listening skills.
• Able to solve problems with both staff and users alike, through effective communication.
• Take pride in personal presentation

Desirable

Software Knowledge

• Terminal Server (RDP) users
• SQL database.
• IIS Websites
• MS Active Directory
• Microsoft Servers

Hardware Knowledge

• VPNs

Support Environment

• Experience using case logging systems
• Handling cash balancing issues in a retail environment

You must be willing to work 37.5 hours per week. (5 days per week Monday to Saturday)

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Company pension, * Competitive market rates of pay
• Monthly pay
• Bonus Scheme
• 28 days holiday increasing to 33 (with service)
• Birthday Holiday
• Company Pension Scheme
• Staff Discount scheme
• Comprehensive induction programme
• Opportunities for staff development
• Employee Recognition Scheme
• Fully supported Employee Assistance Programme and access to our 24/7 well-being portal
• Fully inclusive family friendly policies., This is an opportunity to pursue a career in a recently voted Employer of the Year Company (in the coveted NPA Awards). Ramsdens care about their employees and personal development. If you desire to work for a company that gives job security and satisfaction, a company that offers career progression, then you have found the right business in Ramsdens.
• 91% of staff say their branch/department is a happy place to work
• 95% of staff believe they have job security
• 85% of the staff said they look forward to coming to work and are enthusiastic about the job they do

If you wish to be considered for this position, please click the apply now button.

Pay: From £15.18 per hour

Ramsdens is a trusted and expanding multi-service retailer offering Travel Money, Jewellery and Loan Services; we have over 160 High Street stores in England, Scotland and Wales. We are looking to recruit a 1st & 2nd line IT support analyst working in our Teesside head office