Service Centre 2nd Line Analyst

Job Type IT
Region South East England
Location Bracknell
Preferred Hours Full Time
Partnership Level
Closing Date 23/9/2018
Vacancy Type
Salary £28,700 - £41,000
Salary Frequency per annum
Hours of Work

Duties & Responsibilities

At the John Lewis Partnership we are proud of our reputation for customer service and we put the customer at the heart of everything we do. We're looking for like minded individuals, who really want to make a difference, to join our high performing, accredited and award winning Service Desk team.

The Partnership IT Service Centre has a clear mission: to keep the John Lewis Partnership working, to provide an excellent experience for all Partners who interact with us and to help our own team have rich and rewarding careers.

We are the 1st point of contact for all IT issues and requests. Supporting over 85,000 Partners working in John Lewis Stores, Waitrose Branches, Regional Distribution Centres, Head Office campuses in Bracknell and London, the John Lewis and Waitrose websites and even our own Farm at Leckford, every day is different and interesting for our team.

Have a look at the video below to see how we operate.....

Job Requirements

Do you have a real passion for IT? Super strong analytical and problem solving skills that you're keen to put to great use? With core technical skills across a variety of systems, a natural drive to help others and acute curiosity and perseverance to identify issues and solutions, you'll be a key member of our 2nd line service desk team. As a team, we're high performing, fast paced, and have a desire to work collaboratively through coaching and development. We develop our Partners, so you can expect to gain real experience, internationally recognised qualifications and a role tailored to your strengths.

We're different because our roles are blended, providing the opportunity to proactively offer both on site and remote support to provide the best possible level of service for our Partners.

Our full time role is 35 hours per week to include some 6am starts and 10pm finishes, working Saturday and Sunday on a rota basis. This role will be based in Bracknell, however it will involve regular travel to support our Partners working both in London and locations around the country including our Distribution Centres and Partnership hotels.

Required essential experience skills and qualifications

Previous 1st/2nd line IT Support experience
Strong customer service skills gained through working in a customer facing fast moving environment
Can demonstrate ITIL knowledge - incident, problem, access and request management.
Ability to engage with others at all levels
Experience of coaching and developing team members

Required desirable experience skills and qualifications

Good understanding of the Partnership and the services supported OR similar knowledge from an external organisation
Experience using Point of Sale infrastructure
Career aspirations to work towards a technical specialism in the future
IT Qualifications (CompTIA,SDI, ITIL etc)

For internal use only:


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