IT Support Analyst

An opportunity has arisen for an IT Support Analyst at our Customer & Colleague Engagement Centre (CCEC) located in Dundee. The successful candidate will provide level 1 and level 2 IT support for CCEC systems to CCEC colleagues, and support Tesco Technology and other business units/ 3rd parties in their provision of Level 3 IT support.

You will be part of the Systems Delivery team, responsible for supporting critical technology systems that allow the CCEC's to operate. You will be working in a fast-paced environment with great opportunities to work with a large stakeholder group both in and out of the CCEC's. 

This role is based in our Dundee CCEC - blended working - minimum of 3 out of 5 days onsite each week.

• IT support - Provide Tier 1 & 2 support to UK & ROI Customer Engagement Centre colleagues to ensure they can effectively serve customers.
• Issue Management - Be a domain expert in the systems we provide colleagues allowing you to understand, triage and effectively resolve issues raised via our service desk ticketing solution. This may include liaising with internal tesco technology teams and 3rd party providers to define the issue, provide supplementary data & work to resolution within SLA's
• Incident Management - Identifying technology incidents and their impact on the business. Capturing the details, raising with the appropriate teams for resolution and manager communication with key stakeholders to resolution
• Documentation & Knowledge Sharing - Producing guides/documentation on key changes to technology systems & processes. Sharing this knowledge within the team and key stakeholders to get the best out of the technology our colleagues use.
• Asset Management - Manage CEC hardware assets to ensure our colleagues have the right tools to do the job. This includes maintaining a stock of all assets, deploying assets for new colleagues and replacing fault equipment when required.
• Telephony Changes - Implement changes requested by stakeholders (UK, ROI, Central Europe & India) to the CEC's telephony solutions. This includes working to understand the requirements, proposing a solution, development and deployment.
• Continuous Improvement - Identify opportunities to improve the service & tools we offer our colleagues. Work with the IT support manager to highlight challenges, propose solutions and seek to deliver a better experience.
• Project Delivery - Represent the CEC as part of natural work teams for major projects, upgrades and transformation initiatives.
• IT support - Provide Tier 1 & 2 support to UK & ROI Customer Engagement Centre colleagues to ensure they can effectively serve customers.
• Issue Management - Be a domain expert in the systems we provide colleagues allowing you to understand, triage and effectively resolve issues raised via our service desk ticketing solution. This may include liaising with internal tesco technology teams and 3rd party providers to define the issue, provide supplementary data & work to resolution within SLA's
• Incident Management - Identifying technology incidents and their impact on the business. Capturing the details, raising with the appropriate teams for resolution and manager communication with key stakeholders to resolution
• Documentation & Knowledge Sharing - Producing guides/documentation on key changes to technology systems & processes. Sharing this knowledge within the team and key stakeholders to get the best out of the technology our colleagues use.
• Asset Management - Manage CEC hardware assets to ensure our colleagues have the right tools to do the job. This includes maintaining a stock of all assets, deploying assets for new colleagues and replacing fault equipment when required.
• Telephony Changes - Implement changes requested by stakeholders (UK, ROI, Central Europe & India) to the CEC's telephony solutions. This includes working to understand the requirements, proposing a solution, development and deployment.
• Continuous Improvement - Identify opportunities to improve the service & tools we offer our colleagues. Work with the IT support manager to highlight challenges, propose solutions and seek to deliver a better experience.
• Project Delivery - Represent the CEC as part of natural work teams for major projects, upgrades and transformation initiatives.

Key people I work with, in and outside of Tesco

• CCEC Operations & Insight - UK, ROI, Central Europe & India
• CCEC Business Risk
• CCEC Transformation Team
• CCEC Resourcing & Real Time Analytics
• CCEC Learning & Development
• CCEC and Head Office Business Partners 
• Tesco Technology - UK & ROI
• Tesco Workplace Technology - UK & ROI
• Tesco Mobile Ireland Technology
• 3rd party providers (e.g., BT, Verint & Kana)
• Group Security (e.g., InfoSec)
• Digital Product
• Outsourcing Providers

People, budgets & other resources I am responsible for in my job

• Support, Maintenance & Change Management of our global CCEC telephony solution

Operational skills relevant for this job

• Good communicator – clear, concise and confident engaging others and offering appropriate challenge
• Critical thinker – able to identify opportunities & come up with innovative solutions.
• Problem Solver - able to quickly identify problem statements, prioritize them and manage to resolution
• Planning - effectively plan workload to deliver maximum value.
• Responsive - Ability to be comfortable working with competing demands and respond in a calm and logical manner.

Experience relevant for this job

• Experience in technology or IT related role
• Incident Management routines & processes 
• Supporting Windows & Apple devices
• Cisco Telephony solutions, IVR management & contact management principles
• Network & Infrastructure with awareness of Comms Room set up
• Monitoring systems performance and managing outputs

This role is based in our Dundee CCEC - blended working - minimum of 3 out of 5 days onsite each week.

We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:

• Annual bonus scheme.
• Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
• Life Assurance - 5 x contractual pay.
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

Click here to read more about the benefits we have available for our colleagues.

We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We strive to build a workforce that reflects our customers, not only here in the UK, but worldwide. In offering many varying working patterns across our business, our aim is to attract a diverse range of applicants from all walks of life. If you’re as passionate as we are about providing the best customer experience, we’d love to hear from you.