IT 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 yearsof manufacturing experience in 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 AlteriInvestors 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 scheme provided 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 skillsCareer 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 like28 days holiday, rising to 31 after 2 years service(*qualifying periods apply)The Role - IT Support Analyst We are currently looking for an experienced Support Analyst to join our IT Support team based in Accrington.The role of the Support Analyst requires attention to detail and accuracy to ensure the following tasks are carried out across the businesses computer systems in a consistent and controlled process.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.The key responsibilities and accountabilities described must be carried out in a manner which promotes equality of opportunity, dignity and due respect for all employees and service users and is consistent with the Companys Equal Opportunities Policy.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 siteLiaise with Stores/Distribution Centres/Service Centre staff and Regional Managers/Divisional Controllers regarding store issuesEnsure adherence to company policies and procedures across the businessSystems testing, implementation and housekeeping.Managing crisis situations, which may involve technical software problemsMaintain closed and opening stores on the systemIdentify areas of poor control and suggest changesMonitoring 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 requiredEnsuring 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 colleaguesTo assist with pro-actively identifying issues and projects, that could improve the resiliency and efficiency of all technical systems.To have all the technical skills required to support group IT systems and to maintain those skills to a suitable professional standard. Where new systems are implemented, to fully co-operate in learning the skills required for support, with or without formaltraining.To carry out any other reasonable management requested taskSkills needed We are looking for an experienced IT Support Analyst with the following skills, experience and attributes to be successful in this role:Qualifications / ExperienceITIL FoundationUnderstanding of business operations and systemsProactive, self-motivated and career focusedKnowledge/SkillsStrong numeracy skills.Uses initiative when prioritising workload as directly responsible for tasks given.Stays Focussed and meets deadlines with enthusiasm.Shows the ability to multi task.Good understanding of Stock control principlesRetail experience in high ticket product.Is able to use Outlook and Word Documents to communicate via email.Is competent in using Excel Spreadsheets to record and control various tasksProblem Solving Skills.Maintains enthusiasm and perseverance towards meeting deadlines and achieving goals.Personal Qualities / BehavioursA strong team play who can work with a diverse team in a dynamic environment.A positive, can do approach and quest for continual improvement.Ability to accept constructive feedback with the aim to improve performance.Open, honest communication with colleagues.Other ConsiderationsFull UK driving licenceFlexible to work throughout the UKApply now! If you love working with a grea