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End User Support Analyst
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End User Support Analyst

Posted 22 May by Iceland

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 shopping service. 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 an End User Support Analyst at Iceland, you will play a crucial role in maintaining and optimising our Desktop infrastructure. You'll have the opportunity to collaborate with cross-functional teams, implement efficient systems, and contribute to our mission of delivering outstanding service to our customers through highly reliable, secure, flexible, and efficient technology.

The End User 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, primarily supporting end user devices and services, assisting with PC, networking, and hardware problems.
  • Provide ongoing desktop and application-based support to over 1000 employees across the organisation from multiple locations, by prioritising and managing workload effectively, managing multiple open Incidents and Service Requests tickets simultaneously.
  • Provide remote support using tools to troubleshoot and resolve issues without physically being present by taking control of their devices.
  • Ensuring the resolution of Incidents and the fulfilment of Service Requests are in accordance with agreed Service levels and identify opportunities to support continual process improvement.
  • Deliver regular and appropriate communications to users regarding the progress of individual Incidents and Service Requests.
  • Gather and register information to 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) to help users understand and utilise technology more effectively.
  • Escalate more complex issues to higher- level technical support or development teams.
  • 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
  • Provision and install laptops, desktops, phones, and software utilising Autopilot making the device setup more user centric, striving for zero touch deployment, recording them in the asset management system.
  • 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.

You should apply if:

  • Experience working with Office 365 including administration, configuration, and management.
  • Exceptional Incident Management skills with the ability to identify root cause and apply solutions to resolve.
  • Excellent communication, including teamwork and working co-operatively to achieve a common goal.
  • Flexible approach to work and excellent troubleshooting and 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 11 / Active Directory / Azure 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.

Reference: 52708117

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