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Retail UK IT Support Analyst


Retail UK IT Support Analyst

Belfast | Northern Ireland | Ireland

Based in Belfast, the Retail UK IT Support Analyst is responsible for the support of a wide range of systems/applications used by internal and external users. The role requires close liaison with external suppliers, internal IT teams and Business areas. IT Services supported by the role-holder are used by UK business units such as Northridge and BBUK-NI.

Key Responsibilities:

  • Incident Management - System issues raised via Service Desk (usually by Business users) investigated with the aim of resolving the issues promptly. Fixes can either be permanent solutions or temporary workarounds.
  • Problem Management - Resolve the root causes of incidents to prevent recurrent incidents and minimise business impact. This could be by applying data fixes or other changes to the systems.
  • Documentation - Documentation of incidents, fixes and/or workarounds so that other team members can use the knowledge to respond to similar incidents quickly. Maintenance of the KMDB to ensure documentation is present and kept up-to-date.
  • Change Management - Develop, test, document and apply fixes to data where incidents/problem resolution requires it.
  • Projects - Participate in any local or group wide projects which seek to introduce or improve service.
  • Review and monitor day-to-day operations to ensure service stability and maintain a weekly service report card.
  • Participate in application support of on-call team duties to ensure 24x7 service support.

Risk & Compliance

  • Supporting compliance activities in the areas of : -
    • Supporting Audit and Risk when required.
    • Supporting Disaster Recovery and IT Service Continuity Planning.
    • Supporting Capacity Planning.
    • Supporting IT Security compliance and initiatives.
    • Supporting SoX and IT ControlsManagement Support
  • Support Management through positive and proactive participation within the team and active collaboration with colleagues across GTaC as appropriate

Essential Qualifications:

  • ITIL Foundation qualification or equivalent.

Essential Skills & Experience:

  • Analytical Reasoning/Problem Solving.
  • Ability to communicate effectively with people at all levels.
  • Ability to work under pressure and to SLAs.
  • Experience of using SQL.
  • Experience of developing fixes to resolve service issues.
  • Experience of IT service management.
  • Understanding of a wide range of IT technologies used to provide service to customers.
  • Experience of working with Third Party Vendors/Managed Service Providers.
  • Knowledge of Microsoft Windows and Office products.

Thank you

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