IT Support Analyst

Location: Sheffield (S1)

Salary: £28,250 (£26,750 basic + £1500 for on-call duties).

Working hours: 37.5hrs per week. Core hours between 8am – 6pm, plus on-call duties (shared between a team of 4)

The Role

The IT support role reports directly to the IT Delivery Manager and is responsible for leading on the coordination and delivery of key IT change projects within the contact centre. The role will also work with key stakeholders to assist with the transition and go live of new service lines into the contact centre and will be responsible for managing helpdesk tickets and providing 1st/2nd line support day to day, along with the existing IT support team members.

Key Responsibilities

Maintain the performance, availability, integrity and security of all IT services

Develop, maintain and document all aspects of IT services to ensure compliance and demonstrate appropriate control to third parties

Ensure that services adhere to best-practice principles and standards

Establish, maintain, develop and communicate service levels required by the business units and Group

Systems and applications support, and escalations as required to ensure swift resolution of all incidents impacting the contact centre.

Management of the contact centre IVR and any changes required by the business to the IVR

Management of all contact centre applications and systems

End to end ownership of leavers, movers and starters process within all internal and external contact centres, ensuring that correct access levels for agents and team managers are established and maintained (CRM and email addresses)

Management and coordination of incidents, issues and IT projects impacting the contact centre.

Providing technical input into all contact centre change requirements.

Logging, monitoring and reporting on all contact centre incidents, projects and issues.

You will be required to work additional on-call hours which will be allocated within the rostered shifts on a rotational basis to meet customer driven demand and include evenings and weekends, from 6am until 11pm.Your rostered shifts, which will include the rotational additional on-call hours, will be distributed on a monthly basis.

Skills & Experience

* A self-starter who is results-driven with high levels of self-motivation, drive and initiative

* Proven ability to work under pressure and with others

* Experience working with/on an IT Service Desk

* Excellent communication skills with the ability to work with senior managers

* Customer focused

* Supplier relationship management experience

* Experience within an ITIL environment to include change management

* Broad background in Contact Centre – Shared Services

Technology

* Broad background in Microsoft products (e.g. Office 365)

* ‘CRM Toolsets' Support Experience (Salesforce)

* Experience dealing with hardware and hardware maintenance

* Experience support IP Telephony (AWS Amazon Connect)

* Working to strict OS Patching and AV Update Schedules ensuring business compliance

What will we offer you?

25 days Holiday plus National Bank Holidays

Travel discounts

Payroll Giving – donate directly from your pay to a charity of your choice

Shopping discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more

Employee share scheme

Employee Assistance Helpline