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  • Job ID: 1008558

  • Salary: £19,400 - £22,500 plus benefits (Work Level 6C)

  • Hours per Week: 37.5

  • Closing date: 06-07-2022

First Line IT Support Analyst - Nisa 
£19,400 - £22,500 plus benefits (Work Level 6C) 
Scunthorpe, Lincolnshire 
We’re now working in a hybrid way, with colleagues dividing their time between home/remote working and the office. You can find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy  

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 specialises in the installation, support, and training of Nisa’s inhouse Epos solution and ordering website. In this role you’ll be investigating technical enquiries and raising 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. We are passionate about developing and training our colleagues and there are many great 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 raise 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 good understanding of IT 
• knowledge of Microsoft Windows Operating Systems (XP,7, 8 & 10)  
• a customer service/contact centre background or experience of working in retail 
• a passion for providing great customer service 

Why 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 
• Wagestream - a money management app that gives you access to a percentage of your pay as you earn it 
• 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. 

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