System Analyst - 2nd line support

What’s in it for you

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

• Annual bonus scheme of up to 10% of base salary
• Holiday starting at 25 days plus a personal day (plus Bank holidays)
• 26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About the role

IT Analyst provides specialised second level support to our customers and colleagues across diversified technology platforms. You work collaboratively with Product, Engineering and Infrastructure colleagues to find resolution and retain ownership to keep Customers informed of the progress. You are an expert in identifying patterns and trends related to incidents.

At Tesco, we believe in the power of spending more time together, face to face, than apart. So, during your working week, you can expect to spend 60% of your time in one of our office locations or local sites and the rest remotely. We also recognise that life looks a little different for each of us. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. That’s why at Tesco, we always welcome a conversation about flexible working. So, talk to us throughout your application about how we can support.

You will be responsible for

• Investigate and diagnose technology issues reported via MyTech - Internal IT support function
• Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems
• Identify wide impact issues and involve relevant teams to resolve within SLA
• Identify similarities, co-relate incidents and raise problems records/defects  for the support teams to identify a solution/workaround
• Retain ownership of customer’s issues and keep them informed of the progress
• Possess detailed knowledge of relevant SLA’s and their implications for support
• Possess in-depth knowledge of processes and good grounding across technology wide procedures

You will need

• ITIL processes (Incident and Problem Management)
• Excellent Communication Skills
• Network Troubleshooting
• Ticketing systems & SLA
• Windows Desktop and Application Support

About us

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is ‘Serving our customers, communities and planet a little better every day’. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

Diversity, equity and inclusion (DE&I) at Tesco means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.  We work in a more blended pattern -combining office and remote working.  Our offices will continue to be where we connect, collaborate and innovate.