End User Compute Technical Coordinator

5 months ago

Leeds, United Kingdom ASDA Full time

Job Advert

**Do you have experience of working in a busy technical support environment, managing people, and driving incident performance? If so, then we would love to hear from you.**

We are recruiting for an Operations Technical Coordinator to be based in Asda House in Leeds. You'll be responsible for first and second line support of EUC IT infrastructure hardware and systems and you'll also have the opportunity to partake in various technical and service improvement projects. **As a Coordinator you will also have the responsibility of managing a team of Technical Analysts based at our George House office in Lutterworth, so a valid driving license is essential.**

**“Everything about Asda”**

We are a values-led organisation. As such we, encourage everyone to be open and honest. We work creatively and collaboratively, valuing everyone's input.

Our collaborative culture, the size of our business and our belief in the empowerment of the individual means opportunities at Asda are abundant.

We conduct £300m worth of transactions every week. Our website handles over 2 million transactions a month. We have more than 145,000 dedicated Asda colleagues ensuring that our customers are at the heart of everything we do.

**“Everything you'll love ”**
- **Hybrid and flexible working** - everyone is looking for that work/life balance and Asda have it on point. Flexible working meaning you **work where it works** to meet both your needs and the business needs
- **Discretionary bonus** - Rewarding you for your hard work and efforts
- **Company Pension Scheme matched to a limit** - Looking forward to the future
- **Minimum 24 days annual leave per year plus 8 bank holidays** - Making sure you take time for your self and switch off
- **4 weekly pay** - which means you get an extra payday a year
- **Digital GP and Wellbeing sessions** - Asda genuinely cares so we create a culture where our people can perform at their best, the physical health and mental wellbeing of all our people is very important to us
- **Discount off your shopping at Asda and George** - with extra discounts running throughout the year - really makes a difference, saving the colleagues an average of £700 a year
- **Career development and apprenticeship and graduate schemes** - we want our colleagues to excel and grow with our business. (Link to grad scheme on Asda page)
- **Free city centre parking** - you can also use it outside working hours

Plus much more

**_ “That's more like it”_**

To provide 1st, and 2nd line technical support queries professionally and efficiently, maintaining a high level of customer service

Prioritise workload and ensure that current targets are achieved.

**“Find your role”**
- Providing exceptional leadership skills, personal development, cross training and mentoring to Technical Analysts.
- Managing the team's operational performance to ensure that agreed targets and SLA's are met.
- Act as an escalation point, effectively manage and take full ownership for ongoing incidents, coordinating various work streams to ensure positive outcomes.
- Manage and evolve polices, processes and procedures. Support the introduction of new systems and new technologies, upskilling the Technical Analysts.
- Providing an excellent customer service experience by communicating and engaging with internal colleagues, third parties, Walmart and Strategic Partners so we can place the client at the forefront of our efforts.
- You will also be required to provide technical support to our Senior leadership.
- Respond and resolve incidents with our global support teams within the agreed SLAs.
- Respond to service request and incidents raised within ServiceNow ITSM system.
- You will work closely with all levels within the business raising corresponding support tickets within the call logging system. You will prioritise incidents, assign impact and urgency.

“**Let's find out about you”**

You will have previous experience of working in a busy Technical Support environment with an understanding of support metrics.

You will need to be **proactive**, **confident,** with the ability to **work under pressure**. You will use your experience of managing people to drive excellent customer experience and ticket resolution to agreed SLA's.

You will have the ability to prioritise workload based on impact and urgency of the tasks at hand. Experience of working in an ITIL environment is highly desirable, but not essential.

Once you're here the development opportunities are as endless as your commitment to your self-development and we will support you every step of the way to help further your career.
- “_**_Find your everything at Asda” - bringing brighter living within everyone's reach._**

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join Asda.

**#LI-Hybrid #LI-MA1

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