First Line It Support Analyst

First Line IT Support Analyst - Nisa
£21,255 - £22,500 plus great benefits (Work Level 6C)
Scunthorpe, Lincolnshire - hybrid working
Hours for this role are on a rota basis covering 7am to 7pm, with weekend work once every 4 weeks, and on call duty 1 in 8 weeks covering 7pm - 11pm, with on call duties receiving an extra allowance.

We're looking for a motivated First Line IT Support Analyst to join our IT EPOS service desk team and help us to make sure our high standards of support continue. The team specialises in the installation, support, and training of Nisa's inhouse EPOS solution and ordering website. In this role you'll be investigating technical enquiries and raising incidents where appropriate.

If you have excellent communication skills with a professional attitude and the ability to work under pressure, this could be your ideal role. We are passionate about developing and training our colleagues and there are many great opportunities to progress into higher level technical (2nd line, development, testing etc) or managerial roles.

What you'll do

• Field incoming calls and emails from Nisa partners
• Perform troubleshooting to identify the cause of issues
• Follow standard-operating-procedures to apply basic fixes where possible
• Seek guidance or raise issues to other members of the IT team when problems cannot be resolved
• Fully document all details of the issue using the service desk system
• Communicate application problems and issues to key partners, including management, development teams and end users
• Identify and learn appropriate software applications used and supported by the organisation
• Balance workload between new calls received, existing workload and escalated calls
• Create articles and documents for the support desk knowledge base to assist in problems

This role would suit people who have

• Strong communication skills, both verbal and written
• A good understanding of IT
• Knowledge of Microsoft Windows Operating Systems (XP,7, 8 & 10)
• A customer service/contact centre background or experience of working in retail
• A passion for providing great customer service

Why Nisa?

As part of our Nisa team, you'll get all the great benefits, training, and opportunities you'd expect in a large business like Co-op, as well as the close-knit culture and breadth of exposure that comes with working for a much smaller organisation. Your package includes:

• 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services)
• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Coaching and training to support your career development
• Hybrid and flexible working options to support your work/life balance
• Wagestream app - giving you access to a percentage of your pay as you earn
• YuLife app - rewarding you for exercising with discounts and vouchers for your favourite brands

Building a diverse working environment

We're actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you'd like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we'll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

Please note that we may close applications for this role early.

Proud member of the Disability Confident employer scheme