Technical Support Analyst

Job Description

Iceland is a unique British business, focused on frozen food, innovation, convenience, and value. We are currently one of the fastest growing supermarket brands in the UK.Iceland’s history of innovation is an impressive one, from being the first supermarket to remove artificial colourings and flavourings, the first to remove GM ingredients from our own label products and the first supermarket to offer a nationwide home shoppingservice. We are also championing green initiatives to help reduce plastic and food waste. Iceland is never afraid to pioneer new initiatives and try new ways to deliver an outstanding offering to our customers.It is no different in our I.T. department. Join our passionate team of professionals as we revolutionize the supermarket industry with innovative technologies and solutions. Our Team The infrastructure team is well established in Iceland IT, and one of the functions is to provide ongoing desktop and application-based support to over 1000 employees across the organisation.As a Technical Support Analyst at Iceland, you will play a crucial role in maintaining and optimising our Desktop infrastructure. Youll have the opportunity to collaborate with cross-functional teams, implement efficient systems, and contribute to our missionof delivering outstanding service to our customers through highly reliable, secure, flexible, and efficient technology.The Technical Support Analyst role is essential for ensuring that end-users have functional and trouble-free computing, helping to maximise productivity and minimize downtime. The roadmap is an exciting mixture of greenfield projects and continuous improvement,upgrading our existing estate of applications to the latest technologies and architecture. There’s a wealth of experience within the team and there’s always someone willing to offer their support and knowledge. What you can expect from us

• A collaborative and informal environment.
• Managers and Team members who invest in your professional and personal growth.
• Passionate and imaginative technical teams to work and collaborate with.
• A forward-thinking leadership team that puts confidence in you and gives you the autonomy to deliver what the business needs.

In this role, you can expect to

• Be a single point of contact for the Service desk resolving 1st and 2nd level incidents, service requests and standard changes.
• Provide ongoing desktop and application-based support to over 1000 employees across the organisation from multiple locations, putting your analytical and technical skills to the test.
• Provide remote support using tools to troubleshoot and resolve issues without physically being present by taking control of their devices.
• Maintain accurate records of support requests, troubleshooting steps and resolutions essential for tracking and improving 1st Line support processes.
• Support users in the use of computer equipment by providing necessary guidance and advice (Windows 11, iOS devices)
• Create and maintain, knowledgebase articles, procedural documentation to share workarounds and document solutions for known issues.
• Assist in the delivery of software license management and maintaining records of software licenses.
• Track hardware and software inventory, update compliance status
• Configure and install desktop systems and software utilising Autopilot making the device setup more user centric, striving for zero touch deployment.
• Perform remedial repairs on desktops, laptops, printers, and any other authorised peripheral equipment in compliance within specified warranties.
• Mange, patch, update and secure Iceland’s devices and apps to provide greater control and protection over the company data while allowing employees to be productive on the go.
• Coordinate or lead projects of moderate technical complexity.
• Support the rollout of new applications and assist in the coordination of change and problem resolutions.

You should apply if

• Experience working with Office 365 including setup, configuration, and management.
• Excellent communication and collaboration abilities, including teamwork and working co-operatively to achieve a common goal.
• Flexible approach to work and excellent problem-solving ability.
• Ability to prioritise and use own initiative.
• Good range of analytical skills and attention to detail.
• Passionate, committed, and energetic, creates personal momentum which inspires others.
• Familiarisation with the procedures used in the installation, modification, maintenance, and repair of IT hardware / software.
• Good working knowledge or administration of Windows 10 / Server / Active Directory / Intune / JAMF / MacOS/ Folder permissions / SharePoint/ group policies and Citrix
• Basic knowledge of networking principles and able to troubleshoot network / user connectivity issues.

Benefits

• Flexible working
• Opportunities for career growth and professional development
• Access to training platforms such as Pluralsight and dedicated training time in each sprint
• Access to development sandbox environments for training and professional development
• 25 days holiday, plus 8 days bank holiday
• 15% store discount, 30% club individual restaurant discount.
• Highly subsidised restaurant onsite with our own Michelin Star Chef!
• Subsidised Costa onsite
• Discounted gym membership
• Enhanced maternity/paternity leave
• Online discounts at over 150 retailers and cashback on shopping, holidays, insurance and more!