Systems Analysts provide first level of technology support to our colleagues across the organization. You use technology tools to record, diagnose and resolve the issues or transfer to support teams for further investigation/resolution. You address issues holistically and prioritize them according to the business impact. You exhibit excellent interpersonal skills to ensure customer satisfaction.In this job,

Act as first point of contact for any desktop/access related technology issues reported via Service Desk (Service Desk role only)
Act as first point of contact in 24/7 operations center for responding to systems alerts generated via monitoring tools (Operations role only)
Able to accurately capture all information required for investigation and diagnose technology issues
Prioritize issues based on impact and urgency, transfer or escalate where required
Highlight wide impact issues and coordinate with relevant teams to facilitate resolution within SLA
Collaborate with colleagues, peers, senior systems analysts and managers to resolve/escalate incidents/problems
Identify similarities, patterns of repetitive tickets and flag it to Senior Systems Analyst to get a solution/workaround
Work with colleagues to provide resolution in an effective, empathic and timely manner
Customer focused, demonstrates empathy, even when under pressure with clear and concise communications
Keep up to date with technology and use this knowledge to improve resolution times
Self-motivated, team player & adaptable to new technology
Possesses knowledge of relevant SLA’s and their implications for support
Identify, recommend process improvements where relevant
Seek to pass on knowledge to others and manage time efficiently

Key people and teams I work within and outside of TescoService Desk and OperationsSupport TeamsSuppliers and 3rd partiesPeople, budgets and other resources I am accountable for in my jobNo direct line management responsibility in this roleSkills relevant for the job

Working Knowledge (must Have)

ITIL processes (Incident Management)Excellent communication SkillsMicrosoft Windows and Office TroubleshootingNetwork TroubleshootingTicketing systems & SLAWindows Desktop Support

Good To Have

Database knowledge

Experience relevant for this job
Experience in handling level 1 calls for IT Service Desk environmentExperience in troubleshooting windows desktop issuesHas worked in a 24/7 shift environment

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Service Desk Analyst