IT Support Analyst

About the role

As an IS Analyst (Support) working within the Booker IS team, you will ensure service availability, security and performance across multiple systems to help improve customer happiness and cash profit. The ideal candidate will have experience of service management, critical issue procedures, incident management, and customer support.

Within this role you will ensure that all service and support functions remain adaptable to customer needs and adequate reporting and service standards are met. This is an opportunity to work closely with Service Delivery Managers, Business partners, and Suppliers to review service performance and understand service experience.

Booker.co.uk is the fastest growing business to business wholesale website in the UK. The IS Web team look after all infrastructure and application software that own the Booker Group websites & apps, including the Booker.co.uk our B2B commerce web site, and also the content only consumer facing web sites operated for various divisions and brands within the Booker Group. The IS team work closely with the Booker Digital team to ensure the systems deliver a flawless end user online experience to our customers.

Role Responsibility

• Good technical background in testing, organisational change and support provision.
• Superb communication with technical and non-technical colleagues to ensure changes to the current systems are effectively handled
• Demonstrates customer first thinking and behaviour.
• Act as a point of escalation for issues and ensure the right actions are taken to investigate and resolve problems.
• Good user documentation skills, reviewing/ writing user documentation with development teams and specialists.
• Perfection in building positive relationships with business team members and third-party suppliers
• Desire to learn, add new value and drive progress by implementing standard methodology improvements in a customer focussed environment.
• Good written and verbal communication skills, being able to communicate effectively and efficiently with colleagues, customers and suppliers.

You will need

• Previous experience of working in an IT or Technical role with a strong customer support background.
• Experience with change management processes.
• Experience of using incident/service tool.
• Knowledge and understanding of analytics and reporting tools.
• Good people management, with confirmed ability to effectively work with internal and external teams.
• Service leadership skills with experience of successful solving issues and support provision.
• Consistent delivery of results.

Whats in it for you

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About The Company

Be part of something special. Join our team at Booker.

Booker is the UK’s leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country.

Booker Group comprises of Booker Wholesale, Makro, Booker Direct, Classic Drinks, Ritter Courivaud and Chef Direct. Our customers include Premier, Family Shopper, Budgens and Londis retailers and we have one shared aim - improving choice, price and service for all our customers.

Our business is incredibly diverse, so it takes a wide range of skills to deliver the exceptional service our customers require.

Wherever you join us, you’ll be part of an organisation that will help your career to keep moving forward.

*Booker Group is part of Tesco plc, however is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*