The largest company worldwide in their field is looking for a 1st or 2nd line support analyst (if 1st level this person will get the opportunity to grow into the role of a 2nd line support analyst), you will need to speak German or Spanish at a technical level.

Purpose

• To provide first and second line support for Stores and Head Office staff that require assistance with any aspect of their business systems during trading hours
• To support, maintain and develop Store and Head Office IT Systems
• To implement changes in Store and Head Office IT Systems
• To assist the IT Team in delivery of the IT Strategy

Key Responsibilities

• Coverage of the AskIT Helpdesk during store opening times by phone, email, instant messenger and in person including weekends
• Provide the first and second line support for problems arising from the use of IT in both Stores and at Head Office
• Ensure accurate logging of all issues reported and updates to issues
• Delivery of targets and objectives for helpdesk ticket closure
• Delivery of targets and objectives for IT project delivery
• Assistance in maintenance of IT infrastructure
• To implement and adhere to all policies, procedures and routines, whilst making sure that all requests are dealt with in a timely manner

Experience/ skills required

• Excellent customer service skills
• A natural aptitude and affinity with technology
• Able to take on systems and technologies in which they have no training
• Credible and believable when talking about technology
• Have a natural aptitude for solving problems and finding solutions
• Excellent communication skills, both spoken and written
• Fluent in German or Spanish
• Be a self-starter, possess personal drive and pride
• Enjoy being part of a team but able to work individually
• Professional/presentable, personable and approachable
• Minimum of 1 year+ experience of technical support in a Microsoft based environment
• Worked in and understood a retail, wholesale or distributed company
• Understanding of the processes of finance, retail, stock management and payroll
• Able to commute to Borehamwood within one hour
• Full and clean driving licence

Technical specifics

• Microsoft Windows 10 first and second line support both remotely and on premise
• Microsoft Office first and second line support
• Excellent understanding of TCP/IP Networking and how to troubleshoot
• Installation and configuration of desktops, laptops, printers and peripherals
• Ideally some Space Manager experience
• Active Directory administration

Salary:up to £30,000 based on experience

Other benefits with the role include:

• Pension
• Annual bonus of up to 12% of yearly salary (pro-rated in year 1) Scheme A
• Life assurance
• 25 days holiday + bank holidays

Based:Head Office, Borehamwood

Key Accountabilities

Support – Provide an approachable and efficient first line of contact should any Colleague request assistance on any aspect of the hardware or software installed. Ensure all incidents are recorded using the tools available. Follow escalation plans for failures or breakdowns.

Compliance – Ensure all guidance given is in line with our store policies and maximises the accuracy of the data recorded in our business systems. Complete daily systems checks in a timely and accurate manner.

Software – Assist the implementation of all new software for Head Office and Stores. Identify and remove any problems within the software before implementation.

Hardware – Assist in themanagement and maintenance of the existing infrastructure efficiently. Assist in the implementation of all new hardware for Head Office and Stores. Organise efficient replacement or repair in the event of failure.

Reporting – Assist head office staff with the creation of reports based on data provided by the stores ensuring reports are analysed and reviewed prior to distribution.

Communication – Maintain good communication across all departments and stores, thus providing a support service for both stores and central departments.

Cost Control – Monitor costs in an effort to reduce department spend, both with regard to budget available and ongoing maintenance and replacement requirements.

Our Values & Behaviours Expected in the Role

We Love Customers

·We are enthusiastic about helping our colleagues

·We aim to provide solutions that are efficient, clear and concise

·Provide service of the highest standard

·Implement processes to simplify user experience where possible

We Lead the Way

·We set an example for how best to use technology

·We update, patch and maintain systems to ensure they are current, secure and reliable

·Plan for the future. Maintain robust and scalable infrastructure to cope with future opportunities.

·We keep abreast of technology and seek to take advantage of new solutions as they become available

We Have Great People

·We are friendly and approachable

·We have a team who understands the company as well as I. T.

·We have a team who share knowledge between team members

·We treat our Colleagues the same way that we would want to be treated

We Dare to be Different

·We constantly explore how to make things easier

·Adapt and develop Space Manager to suit the company

·We implement new technology where it adds value not just for the sake of it

·We understand the complexity of some actions and provide tools to simplify the solution where possible

We Get It

·We understand that smoothly running systems are vital to our business

·We understand the importance of each role in store and head office

·We appreciate the need to work out of hours when required to minimise the impact on our users

·We appreciate the challenges you experience when systems don't work as expected

If you want to be part of a great team, great working environment, great atmosphere, then please send me your CV ASAP. . .