Information Technology Support Analyst

3 weeks ago

Islington UK, North London, United Kingdom Prezzo Full time

Role: IT Support Analyst

Salary: Up to £32,000 + Bonus + Benefits

Hours: Weekday & Weekend and out of hours on a rota basis

Location: Islington Support Centre (Flexible working - 2 days a week)


Life at Prezzo:

Why are we all here? Well, the answer is simple. 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.


Whilst no two days are the same at Prezzo, which is what makes it such a great place to work, one thing that remains the same is our commitment to putting our people at the heart of everything we do. 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.


The Role:

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
  • Query management
  • Chain Issues
  • Control/Invoice Query
  • queries (partnership offers, delivery partner issues etc)
  • 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.

Where issues cannot be fixed by the team themselves, you will be the expert in managing resolutions of issues with 3rd parties (be that internal team member or external suppliers). You will manage each issue through to resolution within a defined SLA communicating with the restaurant (or customer) throughout the process to ensure they always have the latest updates available.

You must have excellent problem-solving skills to diagnose, evaluate and resolve complex problems, or when appropriate, escalate or route them to appropriate partners.

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.


What You’ll Do:

  • 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
  • Escalate unresolved calls to the Internal or external resources, and management of external suppliers to resolve these issues
  • Occasional administration duties
  • Publish and update support documentation to assist other team members to resolve future issues


What We’re After:

  • 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)
  • Experience dealing with third party SaaS applications
  • Advanced printer / peripheral device troubleshooting


Interpersonal Skills:

  • Be an analytical thinker – have understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
  • Have strong attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
  • Be a well developed analytical and problem-solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
  • Have a key understanding of the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
  • Communicate effectively by word of mouth and in writing.
  • Have strong time management responsibility and project management skills
  • Be a good communicator with excellent interpersonal skills and an aptitude for communicating complex technical issues to both peers and non-technical staff.


What You’ll Get:

  • 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
  • GP Appointment Helpline. 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. We love to see applications from under-represented groups and welcome applications from individuals, regardless of their background. Prezzo joined the Sustainable Restaurant Association (SRA) in 2011.

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