It 3Rd Line Support Analyst

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

IT at Frasers Group is delivered by the in-house team who are passionate about what they do and are not dependent on outsourced organisations to deliver the core systems. We present an ideal opportunity for someone who is passionate about technology and wants to deliver the absolute best that they can and keep innovation at the forefront. There is a wealth of opportunity for training as well as on the job learning.

Frasers Group are currently looking for an IT 3rd Line Support Analyst to join our growing Service Desk team. We are seeking someone who is passionate about technology and wants to deliver the absolute best that they can and keep innovation at the forefront. There is a wealth of opportunity for training as well as on the job learning.

The role involves:

• Working in a team of 3rd Line analysts providing escalation support to the Service Desks for all group services
• Understanding technically the services being supported as well as building solid working relationships with key stakeholders and 3rd party support partners
• Working with the Service Desk Team Leads ensuring that documentation is accurate, relevant and up to date.
• Handing over effective fixes/resolutions that the Service Desk teams can use in the future to resolve known issues
• Escalating to development resource where necessary, performing trend analysis feeding in to Problem Management
• Providing Incident Management updates and reviewing incoming alerts
• Working with the 3rd Line Support Manager and Delivery Managers to create and maintain a Service Improvement Plan that will enhance user experience

This role is based on-site 5 days a week at either our Shirebrook HQ, Manchester Office, or Basingstoke Office

Requirements:

• 2 years experience in a 1st or 2nd line IT Support environment
• Self-motivated and proactive
• Highly organised, able to prioritise and effective communicator
• Strong technical background in business systems
• SQL and Powershell scripting
• SSRS Reporting
• Javascript
• Oracle

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivalled. To be able to make the most of it you need to live and breathe our principles:

Think without limits - Think fast, fearlessly, and take the team with you.

Own itand back yourself - Own the basics, own your role and own the results.

Be relevant - Relevantto our people, our partners and the planet.