IT Support Analyst, Dundee Customer Engagement Centre

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

• Annual bonus
• Holiday starting at 25 days plus a personal day
• A retirement savings plan - 4%-7.5% contribution rate
• Life Assurance - 5 x contractual pay
• Buy As You Earn Scheme
• Save As You Earn Scheme
• Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
• Deals and Discounts through many other external businesses
• Colleague Clubcard (including a 2nd card for a family member) after 3 months service with 10% off most purchases at Tesco

About the role

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

You will be a part of the Systems Delivery team, responsible for supporting critical technology systems that allow the CEC'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 CEC's.

This is a full-time position working 36 hours per week over the following shift pattern:

• Monday, Tuesday, Friday, Saturday: 11:30-20:00
• Sunday: 11:45-20:00
• There is also a requirement to cover 3 to 4 on call shifts per month

If you’d like to understand more about this role, please contact Fraser Andrews, Systems Delivery Manager by email fraser.andrews1@tesco.com  

On your CV, please include any relevant experience you have for this role, and why you think you are the right candidate for this position.

You will be responsible for

• Providing 1st & 2nd line IT support for Tesco Customer Engagement Centre colleagues
• Supporting Cisco IVR (telephony) platform, Microsoft applications, 3rd party systems and bespoke Tesco applications
• Supporting the design of telephony changes to route customers to the right area of the business, support reduction in contact and provide customers with information to self help
• Managing incident management to Service Level Agreement, handling and capturing relevant data on impact assessment, working in collaboration with Tesco IT teams and 3rd parties to define issue resolution and track root cause analysis
• Capturing and documenting the incident management output and communicating the business, customer and colleague impact to managers and directors
• As a subject matter expert, I share my knowledge and represent the Customer Engagement Centre as part of natural work teams for major projects, upgrades and bug fixes (Level 3 support)
• Producing documentation and guides to support colleague learning and development
• Setting up and configuration of computer equipment for end users, including the installation of software
• Testing software for colleagues when patch releases &/or updates have been applied
• Managing and administering user profiles ensuring all colleagues have the correct access rights to systems, following business process and procedures
• Monitoring systems/application performance on a daily basis to ensure business as usual standards are maintained
• Monitoring, tracking and analysing systems using multiple applications to enable visibility of network, hardware and software performance
• Ensuring that hardware is fit for purpose and in working order to meet the needs of colleagues
• Keeping stock in a secure location and equipment is accurately recorded to provide a true stock level position
• Scanning and documenting equipment to be able to identify the desk/storage location of operational assets
• Reviewing IT development in the market place to drive continuous improvement and ensure we get the most out of our products to both reduce costs and improve service, contributing to and influencing the broader Customer Engagement Centre programme of work

Key teams I work with in and outside of Tesco:

• CEC Operations
• CEC Resourcing
• CEC Learning & Development
• CEC and HO Business Partners
• Tesco Technology
• Global User Provisioning Services (GUPS)
• Tesco Infrastructure
• 3rd party providers (e.g., BT Cisco, Verint SA)
• Group Security (e.g., Info Sec)

People, budgets and other resources I am accountable for in my job:

• Asset Management (stock taking)
• Customer facing IVR platform (design of IVR and contact routing)

You will need

Operational skills relevant for this job:

• Fault finding across multiple different systems
• Identify and size issues impacting the business
• Problem solving/investigating/trouble-shooting issues
• Interpret processes &/or customer journey flows
• Capture, analyse, document & present relevant IT updates to multiple audiences
• Work well under pressure, ability to remain calm
• Confidence to determine prioritisation levels for managing issues impacting the business
• Communication at different levels e.g., from director to colleague
• Representing the business, working with 3rd party providers
• Being resilient, knowing when you’re at your best

Experience relevant for this job:

• IT qualification (degree level or equivalent)
• IT Support Desk experience (Levels 1-3)
• Incident Management routines & processes
• Supporting Contact Centre applications, knowledge of different operating systems
• IVR and contact routing management
• Cisco or other telephony platforms
• Multichannel contact types e.g., calls, emails, letters, social media
• Network & Infrastructure with awareness of Comms Room set up Monitoring systems performance and managing outputs