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2nd Line It Support Analyst Full Time

at JD Sports Manchester in Manchester (Published at 07-12-2023)

Established in 1981 with a single store in the Northwest of England, the JD Group is a leading omni-channel retailer of Sports Fashion, Street & Premium Fashion, Outdoors and Gyms with over 60,000 colleagues and over 3,400 stores across several retail fascias in over 30 markets around the world.

JD Sports Fashion Plc was listed on the London Stock Exchange in 1996 and has been a FTSE100 publicly quoted company since 2019 and continues to grow in the UK and internationally.

We want to be the leading global omni-channel retailer in the sports, fashion, and outdoor industry. To be a part of this successful company and help us to achieve this you will have the desire to ingrain our strategic goals of being a people-led, innovative and customer-focused organisation which provides operational excellence whilst identifying new areas of growth as part of our day to day objectives.

Reporting to the IT Service Desk Manager, the IT Support Analyst will be responsible for providing 2nd line IT Support to the JD business users.

The successful candidate will be expected to:

  • Provide technical support for incidents - including diagnosis, recording, analysis and resolution of tickets received via phone, email, intranet and walk-ups.

  • Respond directly to end-user IT enquiries, helping them resolve hardware and / or software issues.

  • At all times maintain a high degree of Customer Service and adhere to relevant IT Service Management principles.

  • Arrange external technical support in instances where problems cannot be resolved in house.

Work closely with the internal 3rd Line and Development teams (as well as key business stake holders) to ensure that incidents are managed right through to resolution.


  • To provide 2nd line IT technical support for the business end users.

  • To advise and assist business users in making sound IT equipment purchasing decisions

  • To configure, test and deploy IT hardware such as laptops, desktops, tablets etc.

  • To complete site visits to JD IT customers where necessary, to diagnose and fix issues in situ.

  • To assist 3rd line teams with the configuration and installation of new software, hardware and peripherals.

  • To assist 3rd line teams with project work when required, acting as an SME on behalf of the Service Desk.

  • To support the 1st line team with assistance and advice on complex incidents and requests.

  • To facilitate the development of the 1st line team through the provision of technical assistance and training.

  • Assist with the maintenance and upkeep of the Service Desk technical documentation library.

  • Respond to support enquiries directly from end users, helping them to resolve hardware and software problems.

  • To ensure all support queries are accurately logged within the ESM tool in a timely manner.

  • To maintain a high degree of customer service for all support queries and adhere to all Service Management principles throughout the lifecycle of a ticket.

  • Liaise with 3rd Party technical support teams when necessary.

  • Establish and maintain effective relationships with the business users, as well as with the wider group IT teams.

  • Own complex customer issues and drive through to resolution.

  • Assist IT Service Managers in the development and maintenance of IT Support processes.

  • Proactively identify and act upon areas of improvement.

  • Provide input into Root Cause Analysis documents.

Experience & Knowledge

  • Must have access to a car and have a full, valid driving licence

  • Previous experience working in an IT Service support Environment with exposure to ITIL processes.

  • Experience in working with a wide range of hardware and operating systems.

  • Experience of working with MDM solutions.

  • Experience of working with and supporting Office 365

  • Proficient in Active Directory and Group Policy administration

  • Experience with both Windows 10 and MacOS.

  • Excellent written and verbal communication skills.

  • Sound understanding of networking principles (TCP IP, WAN, LAN etc.)

  • Good understanding of PC hardware set-up, configuration and maintenance

Due to the high volumes of applications our opportunities attract, it takes time to review them all. If you don't hear back within two weeks of you applying, please consider your application to have been unsuccessful on this occasion

Applications that meet the skills criteria will be contacted for a 1st stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

Thank you again for your time.

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