IT Analyst

Job Description

About the role <p>Booker Group are looking for a talented and motivated person to work within the IT Branch Systems team. The applicant should have a proven aptitude for technology and thrive on providing exemplary customer service to support IT systems for Booker’s BusinessCentres to help improve customer satisfaction and cash profit.</p> <p>This role will have a specific focus on ensuring that users are supported by identifying, investigating and resolving user reported issues within the Branch IT software and hardware systems.The role requires good all round IT knowledge, interest in IT support and excellent verbal communication skills.</p> <p>The role is shift based on a rota of morning, mid and late shifts with a requirement that once you are established in the team you willprovide on-call cover in evenings and weekends for 1 in every 4 weeks. Toil is provided to offset this on-call cover.<br /> </p> Role Responsibility <p>Health, Safe and Legal (Governance, Security and Controls):<br /> • Comply with all company policies, e.g. financial planning and control, health and safety.<br /> • Follow agreed procedures to resolve technical and procedural problems and escalateas required.<br /> • Training other staff on troubleshooting and diagnosing problems.<br /> • Training users on system use.<br /> • Maintaining appropriate documentation.<br /> • Champion diversity and inclusion to ensure everyone feels welcomeat Booker.</p> <p>Customer Satisfaction:<br /> • Serve as first point of contact for users seeking technical assistance over the phone, email or in person.<br /> • Perform remote troubleshooting through diagnostic techniques and pertinent questions.<br/> • Determine the best solution based on the issue and details provided by the user.<br /> • Talk the user through problem-solving processes.<br /> • Direct unresolved issues to the next level of support.<br /> • Follow-up and update users callstatus and resolutions.</p> <p>Cash Profit:<br /> • Record events and problems and their resolution in call tracking systems so that trends can be spotted.<br /> • Pass on any feedback or suggestions by the user to the appropriate internal team.<br />• Improve system performance by identify and suggesting possible improvements on procedures and systems.<br /> • Ensure that device inventory is monitored and up to date.<br /> • Ensure that an uptime of branch systems of 99.9% is maintained.<br/> • Involvement with project work<br /> <br /> </p> You will need <p>• Desire to learn and develop.<br /> • Excellence in building positive relationships with users.<br /> • Good technical trouble shooting and analytical skills.<br /> • Good organisation and time management skills, being able to work to deadlines.<br/> • Good written and verbal communication skills, being able to communicate effectively and efficiently with colleagues, customers and suppliers.<br /> • Attention to detail.<br /> • Ability to work in a team to resolve issues.<br /> • Flexibilitywith ability to adapt quickly to change.<br /> • Ability to deal with pressure.</p> <p>• Previous experience in an IT Support role is beneficial but not essential if the candidate can show a willingness to learn and develop<br /> • Good understandingof Retail IT hardware and software.<br /> • An understanding of MIDAS (Booker’s stock and sales system) is advantage but not compulsory.<br /> </p> Whats in it for you <p>At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:</p> <ul> <li>A Booker colleague card with 10% off purchases at Booker and double discountevents up to three times a year.</li> <li>After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off atTesco Cafe and 20% off all F&F purchases.</li> <li>10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.</li> <li>Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditionsapply.</li> <li>Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.</li> <li>50% off health checks at Tesco Pharmacy.</li> <li>Exclusive access to discounted RACbreakdown cover rates</li> <li>An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.</li> <li>After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buyTesco shares in the future at a discount.</li> <li>Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.</li> <li>Life Assurance - You are covered for death in service life cover of up to three times annual pay</li> <li>Healthand Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme for you and your family.</li> <li>A great holiday package</li> </ul> About The CompanyBe part of something special. Join our team at Booker.Booker is the UK’s leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country.Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and servicefor all our customers.Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require.Wherever you join us, you’ll be part of an organisation that will help your career to keep moving forward. *Booker Grou