IT Applications Support Analyst

Job Description

About Bensons for Beds No one size fits all when it comes to finding the perfect sleep experience for customers and thats why at Bensons for Beds we put Sleep Wellness at the heart of everything we do. With nearly 70 years of retail and 100 years of manufacturing experiencein sourcing the best quality beds, frames and mattresses, at Bensons we understand how to design the perfect, tailored sleep experience.We have 190+ locations across our retail, manufacturing and distribution sites, employing c 1800 colleagues. Under new ownership of Alteri Investors we have an ambitious 3 year plan to grow the business further and achieve our mission of becoming the marketleading bed retailer with a strong omnichannel presence. Our Benefits! In return for your contribution to the teams performance, we offer a competitive base salary plus all these extra benefits:

• *Employee discount scheme for Bensons products
• *Perks discounts from numerous high street and online retailers and service providers to save you money on your everyday purchases and bigger expenses such as holidays and travel, electrical goods, motoring and leisure products etc.
• *Pension schemeprovided by Legal & General
• *Healthshield cashback options for Health and wellbeing services (dental, optical, virtual GP, other hospital services and more)
• Access to Retail Trust services (guidance and support on retail issues, mental health, wellbeing & financial topics)
• Learning and development programmes to gain new knowledge and skills
• Career progressionaccess to internal opportunities to build your career within Bensons for Beds
• *Long service awards and Love to Shop voucher rewards to spend as you like
• 28 days holiday, rising to 31 after 2 years service

(*qualifying periods apply) The Role - IT Applications Support Analyst We are currently looking for an experienced Support Analyst to join our IT Support team.The purpose of the role is to ensure the following tasks are carried out across the businesss computer systems in a consistent and controlled process.Daily responsibilities include:

• Provide first and second line support to Stores, Manufacturing, Distribution Centres and Service Centres.
• Liaise with other departments regarding reported issues.
• Support the Business Applications team in problem progression and resolution.
• As part of the Business Applications team provide support during system implementations.
• Support of the Businesses Intranet sites.
• Use the Freshservice support system to monitor and control day to day support in line with agreed SLAs
• Provide support role for third party software and interfaces (e.g. WMS, Paragon Scheduling, POS, Talend ESB, PIM, Syspro, Financials and EDI).
• Maintain company intranet site
• Liaise with Stores/Distribution Centres/Service Centre staff and Regional Managers/Divisional Controllers regarding store issues
• Ensure adherence to company policies and procedures across the business
• Systems testing, implementation and housekeeping.
• Managing crisis situations, which may involve technical software problems
• Maintain closed and opening stores on the system
• Identify areas of poor control and suggest changes
• Monitoring of Service Desk contact points (e.g. phone calls, email and messaging) and logging of issues in a timely and professional manner using the Service Desk system.
• Resolution of issues where possible, or assignment and escalation to second line staff and external support companies when appropriate.
• Updating service desk tickets for incidents and changes within deadlines ensuring technical information is fully captured and any relevant knowledgebase is updated.
• Ensuring that the IT department meets the services levels agreed with the business including monitoring third party service levels.
• Processing of service and change requests from users within the agreed timescales. E.g. setting up new users, providing quotations, purchasing equipment, etc.
• Routine administration and housekeeping tasks as required within the IT Department.
• Assisting with project work and undertaking smaller independent projects when required
• Ensuring IT policies and procedures are current and adhered to during day-to-day work both within the IT department and across the business as a whole.
• Creating documentation to aid IT, business users and colleagues
• To assist with pro-actively identifying issues and projects, that could improve the resiliency and efficiency of all technical systems.

Skills neededWe are looking for a Support Analyst with the following skills, experience and attributes to be successful in this role:

• An understanding of business operations and systems
• ITIL Foundation qualification is desirable
• Good understanding of Stock Control principles
• Experience in a similar "high ticket" retail environment
• Strong numeracy skills
• Uses initiative when prioritising workload and stays focused to meet deadlines
• Strong knowledge of Microsoft Office, in particular Excel and Outlook
• Excellent problem solving skills
• Strong team player who can work with a diverse team in a dynamic environment
• Positive, can-do approach and quest for continual improvement
• Full UK driving license

Apply now!If you love working with a great team, engaging with a variety of challenges, growing your skills and developing new ones then click now to apply to join us!There is a brief online application process to complete, to tell us about yourself, answer some questions and confirm your eligibility. Well reply to you asap!