First Line IT Support Analyst - Nisa
£18,800 - £21,000 plus benefits (Work Level 6C)
Scunthorpe, Lincolnshire

Hours for this role are on a rota basis covering 7am to 7pm, with weekend work once every 4 weeks, and on call duty 1 in 8 weeks covering 7pm – 11pm with on call duties receiving an extra allowance.

We’re looking for a motivated first line IT support analyst to join our IT EPOS service desk team and help us to make sure our high standards of support continue. The team specialise in the installation, support and training of Nisa’s in-house Epos solution and ordering website. In this role you’ll be investigating technical enquiries, and escalating incidents where appropriate. 

If you have excellent communication skills with a professional attitude and the ability to work under pressure, this could be your ideal role. Development and training are at the heart of what we do, there are opportunities to progress into higher level technical (2nd line, development, testing etc). or managerial roles.

What you’ll do

• field incoming calls and emails from Nisa partners
• perform troubleshooting to identify the cause of issues
• follow standard-operating-procedures to apply basic fixes where possible
• seek guidance or escalate issues to other members of the IT team when problems cannot be resolved
• fully document all details of the issue using the service desk system
• communicate application problems and issues to key partners, including management, development teams and end users
• identify and learn appropriate software applications used and supported by the organisation
• balance workload between new calls received, existing workload and escalated calls
• create articles and documents for the support desk knowledge base to assist in problems

This role would suit people who have

• strong communication skills, both verbal and written 
• a Level 3 qualification in IT (A Level / BTEC or equivalent)
• a good understanding of IT
• knowledge of Microsoft Windows Operating Systems (XP,7, 8 & 10) 
• knowledge / experience of using SQL would be beneficial
• ITIL foundation would be beneficial 
• customer service / contact centre background or experience of working in retail
• a passion for providing great customer service

Why Nisa / Co-op? 

Here you’ll do work that matters. We’re a commercial organisation with a purpose beyond profit, you’ll have an opportunity to help us build a stronger Co-op and stronger communities. You’ll also get a package that includes:

•    competitive salary
•    coaching, training and support to help you develop
•    pension with up to 10% employer contributions
•    annual incentive scheme 
•    28 days holiday (rising to 32 in line with service)
•    discounts on Co-op products and services

Building an inclusive work environment 

We’re actively building diverse teams and welcome applications from everyone. But simply having a diverse workforce is not enough. We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of teams reflecting the communities they serve.

We can make reasonable adjustments to our interview process according to your needs. And we offer a flexible working environment, so you can adjust your hours to suit your personal circumstances. You can find out more about Co-op people policies at colleagues.coop.co.uk.

As part of your application you’ll need to complete an online assessment. It will take you around 12 minutes to complete this test.