Frasers Group Hiring For IT Service Desk Analyst at Dublin, County Dublin Full Time

At Frasers Group we’re rethinking retail. Through digital innovation and unique store experiences, we’re serving our consumers with the world’s best sports, premium and luxury brands globally. As a leader in the industry, we’re elevating the retail experience for our consumers through our collection of established brands, including Sports Direct, FLANNELS, USC, Frasers, and GAME.

IT at Frasers Group is delivered by the in-house team who are passionate about what they do and are not dependent on outsourced organisations to deliver the core systems. We present an ideal opportunity for someone who is passionate about technology and wants to deliver the absolute best that they can and keep innovation at the forefront. There is a wealth of opportunity for training as well as on the job learning. We have a £5,000 per head annual training budget within IT, as well as bonus schemes including our Frasers Champion where 8 peer nominated winners earn double their monthly salary for their outstanding performance

Job Description

As part of this role, you will take responsibility of IT support queries that come from our head office and stores across the UK and beyond:

Providing IT support to all aspects of the business via our phone and ticket systems, logging detailed and concise information on all tickets

Providing overflow assistance to 1st line calls

Tracking faults and using problem management skills to ensure optimum service availability

Ensuring that end users within the company receive effective and timely IT Support in accordance with predefined SLAs.

Assisting the broader IT Teams with preparation of hardware/ software for implementation

Writing and updating technical documentation to ensure the team is kept up to date with knowledge

Owning user tickets from the start right through to resolution

Creating and holding training sessions to increase knowledge of service desk agents

Aligning with the shift left principle to help pass knowledge from 3rd line teams to 1st line teams

Providing on site support to stores on an occasional basis

Working a shift pattern between the hours of 7am and 9pm. Which includes weekend work 1 in 4 weeks. (9hr days with an hour lunch or 8.5hr days with 30 mins lunch.)

On-Call 1 in 4 weeks (business critical calls only).

Qualifications

1-2 years experience in a Service Desk role.

Strong team player and able to communicate effectively with colleagues to support and offer advice

Friendly and approachable attitude with a passion for learning and development

Problem solving mindset and able to think logically and calmly under pressure

Basic Knowledge of SQL

Knowledge of Active Directory, Group Policy, DNS, DHCP etc.

Experience with Microsoft Office applications.

Knowledge of Cisco networking systems.

Experience with Windows desktop and server operating systems.

Knowledge of virtualisation technology such as Hyper-V and Citrix environments

Additional Information

An opportunity like this at Frasers is for the fearless. The potential is massive, the experience unrivaled. To be able to make the most of it you need to live and breathe our principles:

Think without limits – Think fast, fearlessly, and take the team with you.

Own it and back yourself – Own the basics, own your role and own the results.

Be relevant – Relevant to our people, our partners and the planet.