Support Analyst - 2nd Line Support
- West Midlands (Region), England
- Salary negotiable
- 11 applications
- Job type: Permanent, full-time
- Date:
- Reference: 22971809
Position: Support Analyst - 2nd Line Support
Location: B46 1TT, Birmingham, West Midlands
Salary: Starting at £23k, 10% performance related bonus
A pay journey will be in place where your salary will increase over time with shift allowance and additional tasks.
Job Type: Permanent, Full Time
Working Pattern: Starting shift:- Normal Day Hours - 9am - 5pm.
As progressing:- 3 out of 5 days will become 7am - 7pm.
At approx 3 months:- 2 weeks with 3 days 7am - 7pm;
2 weeks 9am - 5pm;
2 weeks 7pm - 7am.
You will be 'on call' every other Saturday
Our sites run 24/7 and as you progress through the role, slowly you will be put on the above rotationary shift. For the night shift, please be aware you will be working from home and will need the necessary equipment/circumstances in order to fulfil this.
PLEASE DO NOT APPLY IF NIGHT SHIFTS ARE NOT CONVENIENT FOR YOU.
Ideal Start Date: Immediately
This role is subject to a pay journey increase and significant remuneration will be put in place to provide a shift allowance.
We are offering one exceptional candidate the chance to be a Support Analyst in our Supply Chain Division based at our site in Birmingham in the West Midlands
You will be responsible for providing 24 / 7 support for the day to day activities required to support all Tradeteam systems and Supplier Systems including customers.
Our first line support has been outsourced, so the team in Coleshill pick up the 2nd Line Escalations. We have 28 depots that use the team for support on tasks such as WMS (Callidus) queries, Order Management System queries, issues with updates to software, hardware issues, interface queries, advice on processes, networks, printers, Windows service monitoring. We support all of these queries remotely over the phone, a laptop and mobile phone will be directly allocated to you.
We are looking for people who have had exposure to WMS - Callidus, Aurora, basic IT understanding of networks, hardware and software.
What are you accountable for achieving?
- Liaise with external Suppliers in the provision of support and assist with Supplier management activities.
- To assist with the ongoing maintenance of Tradeteam I.S. Helpdesk call scripts and procedures.
- To assist with the testing of system modifications and fault fixes.
- To maintain an on-going awareness of current issues with Tradeteam Systems and liaise with the system Owner as appropriate.
- Achievement of various SLA & OLAs specific to different systems and customers.
- Liaison with the Tradeteam I.S. Helpdesk regarding incident resolution.
- Liaison with the Application Management Team regarding incident escalation and resolution.
- Liaison with Application supplier Helpdesk regarding incident reporting and resolution.
- Liaison with end users and site management regarding business critical issues and incident resolution.
What will you need as a successful?
- Supplier Management - ability to ensure suppliers deliver the required standard of support to agreed time scales. Prioritisation of supplier tasks and workload.
- Problem Analysis - identification of objectives, full analysis of problem, develop action plan to reach
- objectives and being tenacious with action plan.
- Infrastructure - familiarity with iSeries, pSeries and PC technology and networking principles.
- Written Documentation - able to product formal reports, functional specifications and training/user
- documentation.
- Spoken Communications - able to clearly present information through the spoken word; influence or persuade others through oral presentations in positive or negative circumstances; listens well.
- Tolerance of Change - ability to deal with frequent change, delay
Location: B46 1TT, Birmingham, West Midlands
Salary: Starting at £23k, 10% performance related bonus
A pay journey will be in place where your salary will increase over time with shift allowance and additional tasks.
Job Type: Permanent, Full Time
Working Pattern: Starting shift:- Normal Day Hours - 9am - 5pm.
As progressing:- 3 out of 5 days will become 7am - 7pm.
At approx 3 months:- 2 weeks with 3 days 7am - 7pm;
2 weeks 9am - 5pm;
2 weeks 7pm - 7am.
You will be 'on call' every other Saturday
Our sites run 24/7 and as you progress through the role, slowly you will be put on the above rotationary shift. For the night shift, please be aware you will be working from home and will need the necessary equipment/circumstances in order to fulfil this.
PLEASE DO NOT APPLY IF NIGHT SHIFTS ARE NOT CONVENIENT FOR YOU.
Ideal Start Date: Immediately
This role is subject to a pay journey increase and significant remuneration will be put in place to provide a shift allowance.
We are offering one exceptional candidate the chance to be a Support Analyst in our Supply Chain Division based at our site in Birmingham in the West Midlands
You will be responsible for providing 24 / 7 support for the day to day activities required to support all Tradeteam systems and Supplier Systems including customers.
Our first line support has been outsourced, so the team in Coleshill pick up the 2nd Line Escalations. We have 28 depots that use the team for support on tasks such as WMS (Callidus) queries, Order Management System queries, issues with updates to software, hardware issues, interface queries, advice on processes, networks, printers, Windows service monitoring. We support all of these queries remotely over the phone, a laptop and mobile phone will be directly allocated to you.
We are looking for people who have had exposure to WMS - Callidus, Aurora, basic IT understanding of networks, hardware and software.
What are you accountable for achieving?
- Liaise with external Suppliers in the provision of support and assist with Supplier management activities.
- To assist with the ongoing maintenance of Tradeteam I.S. Helpdesk call scripts and procedures.
- To assist with the testing of system modifications and fault fixes.
- To maintain an on-going awareness of current issues with Tradeteam Systems and liaise with the system Owner as appropriate.
- Achievement of various SLA & OLAs specific to different systems and customers.
- Liaison with the Tradeteam I.S. Helpdesk regarding incident resolution.
- Liaison with the Application Management Team regarding incident escalation and resolution.
- Liaison with Application supplier Helpdesk regarding incident reporting and resolution.
- Liaison with end users and site management regarding business critical issues and incident resolution.
What will you need as a successful?
- Supplier Management - ability to ensure suppliers deliver the required standard of support to agreed time scales. Prioritisation of supplier tasks and workload.
- Problem Analysis - identification of objectives, full analysis of problem, develop action plan to reach
- objectives and being tenacious with action plan.
- Infrastructure - familiarity with iSeries, pSeries and PC technology and networking principles.
- Written Documentation - able to product formal reports, functional specifications and training/user
- documentation.
- Spoken Communications - able to clearly present information through the spoken word; influence or persuade others through oral presentations in positive or negative circumstances; listens well.
- Tolerance of Change - ability to deal with frequent change, delay
