Application Services :
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IT Retail Systems 3rd Line Support Analyst

IT Retail Systems Epos Hardware 3rd Line Support Analyst

Location - Bracknell, Berkshire. 

Application Services Group, a Division of CACI Ltd and an IT Services Consultancy, is currently seeking to expand the team on site with a major blue-chip retail client of ours.
We are currently seeking to hire an IT Retail Systems 3rd Line Support Analyst with experience of providing analytical and technical support. This role requires a technical resource to support the existing Retail Systems Operations team for retail branches. You are required to possess a strong understanding of Retail Branch IT Applications and Infrastructure. 

The role responsibilities include:

• 3rd line technical analysis
• SME in technical and functional use of services
• Handling daily Incident, Problem and Change management liaising with all levels of Partners within the Retail Organisation as well as 3rd party suppliers
• Reviewing and understanding log files - looking for pragmatic fixes and managing fixes as required through 3rd party suppliers
• Plan maintenance work and release planning including technical updates
• Work with development teams to help with the transition of new releases into support.

Mandatory Requirements:

• 3rd line technical support in a Retail / Store environment
• Experience of working in a support function in a fast moving, customer facing environment
• Exposure to Java
• Exposure to SQL
• Good understanding of ServiceNow or similar incident reporting/service management processes is vital.
• SCCM /Remote Deployment experience of large scale (5000+) end devices required.
• Systems Analysis experience is desired.
• Understanding of retail IT process required including Incidents, Problems & Problem Solving, and Change Management required.

Desirable Recruitments:

• Experience of Self Scanning, Service Counter Scales, EFT Payments, Click & Collect, PoS
• External relationship management
• Experience of working across different departments
• ITIL – Service Management Methodology
• Commercial experience of working with 3rd party suppliers.

Other relevant factors:

• There may be a requirement to visit a Branch in a support capacity, however this would be very occasional and there could be some late working at peak times.
• There will also be required to be on call as part of the call out rota.