1st - 2nd IT Line Support Analyst
1 month ago
Role: IT Support Analyst Salary: Up to £32,000 + Bonus + Benefits
Hours : Weekday & Weekend and out of hours on a rota basis
Islington Support Centre (Flexible working - 2 days a week)
Our purpose is ‘Sharing the Joy of Italian Dining’ and we do this through our menu (our product), our service (our people) and our environment (our places).
Serving a delicious range of food and drink, inspired by our time spent travelling the length and breadth of Italy, our menu is more than just pizza and pasta, beer and wine. Our range is broad and includes salads, cocktails and coffee too.
Our restaurants are a huge part of the communities they serve, and being part of Prezzo means you’re joining a friendly, supportive and inclusive environment where you can build genuine relationships… and, importantly, be yourself.
As IT Support Analyst you report into the One Call Helpdesk Manager and provide front-line primary support to Prezzo Restaurants and Support Centre teams in a wide variety of areas – You will be the first line of support for issues in any number of areas including but not limited to:
Line IT Support
issues (CRM queries, Menu issues)
and Payroll Queries
Your focus will be the solution of restaurant problems allowing the teams to focus on looking after our guests while the 7-day support team work to resolve issues.
In addition to the above you will have a strong background in IT helpdesk support and be competent in a variety of technical areas so that you can act as a 2nd line support to the rest of the team and assist in training the team in the specialist IT area.
You will provide exceptional customer service in person, via phone and email as appropriate
Receive, log and manage calls from internal staff via telephone and email
Resolve all types of helpdesk queries including troubleshooting IT hardware and software issues, dealing with guest queries and other general support centre issues.
Be the Expert on the One Call team for IT issues acting as a sounding board, trainer, and mentor for the whole team on IT issues.
Resolve IT helpdesk issues including troubleshooting hardware and software issues, diagnosing, and instructing end users on how to resolve network/internet connectivity problems, resolving end user queries, and resetting accounts across a variety of platforms including Active Directory and third-party SaaS products
Publish and update support documentation to assist other team members to resolve future issues
To be successful for this role, you will have experience of recording and solving support issues from customers, prioritising requests, implementing, and communicating timely solutions.
Familiar with help desk procedures and change management processes.
Be available across both weekend and out of hours working on a rota basis
Familiar with Microsoft Windows, Server, and O365/M365 Exchange environment
Minimum 2 years’ experience working on an IT support helpdesk or relevant IT professional qualifications
Familiar with Microsoft Office 365, SharePoint, and Teams
Familiar with general IT infrastructure (hardware, databases, operating systems, local area networks etc)
Have strong attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
Communicate effectively by word of mouth and in writing.
Have strong time management responsibility and project management skills
25 Days holiday plus an additional day for your birthday to help you celebrate
~ Up to 15% discretionary bonus
~50% off food and drink for you and your friends and family
~ Prezzo Perks - numerous free discounts on high street brands, gyms and other locations
~ Employee Assistance Programme. Confidential support you when you need it
~ Providing 24/7 medical advice and reassurance
~ Voluntary Bupa Dental Cover, UNUM Critical Illness Cover and Simply Health Cash Plan
~ Free mortgage advice with Charles Cameron
~ Earn up to £1000 in our ‘People Like You’ referral scheme
~ TasteCard - Free discounts at branded restaurants nationwide
At Prezzo, we want to create a genuinely inclusive workplace, where we embrace the differences of all our colleagues and celebrate diversity.
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