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 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 of £22,500plus 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 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 - Support Analyst We are currently looking for an experienced Support Analystto join ourteam.The purpose of the role is to ensure the following tasks are carried out across the business computer system in a consistent and controlled process.Daily responsibilities include:

• Provide first and second line support to stores, manufacturing, distribution centres and service centres.
• Support the Business Applications team in problem progression and resolution.
• Use Freshservice support system to monitor and control day to day support in line with agreed SLAs.
• Provide support for third party software and interfaces (e.g. WMS, Paragon, Schedueling, 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.
• System testing, implementation and housekeeping.
• Managing crisis situations, which may involve technical software problems.
• Maintain closed and open 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 knowledge-base is updated.
• Ensuring that the IT department meets the SLAs 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.
• Creating documentation to aid IT, business users and colleagues.
• To assist with proactively 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 task.

Skills needed We are looking for an experienced Support Analyst with the following skills, experience and attributes to be successful in this role:Qualifications / Experience:

• Understanding of business operations and systems is essential.
• Retail experience in high ticket product is essential.
• ITIL Foundation is desirable.
• Good understanding of Stock Control principles is essential.

Knowledge / Skills:

• Strong numeracy skills
• Proactive, self-motivated and career focused.
• Uses initiative when prioritising workload
• Able to stay focussed and meet deadlines with enthusiasm.
• Ability to multi-task.

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!