IT Analyst provides specialised second level support to our customers and colleagues across diversified technology platforms. You work collaboratively with Product, Engineering and Infrastructure colleagues to find resolution and retain ownership to keep Customers informed of the progress. You are an expert in identifying patterns and trends related to incidents. At Tesco, we believe in the power of spending more time together, face to face, than apart. So, during your working week, you can expect to spend 60% of your time in one of our office locations or local sites and the rest remotely. We also recognise that life looks a little different for each of us. Some people are at the start of their careers, some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. That’s why at Tesco, we always welcome a conversation about flexible working. So, talk to us throughout your application about how we can support. Investigate and diagnose technology issues reported via MyTech - Internal IT support function Collaborate with colleagues, peers, systems analysts and managers to resolve/escalate incidents/problems Identify wide impact issues and involve relevant teams to resolve within SLA Identify similarities, co-relate incidents and raise problems records/defects for the support teams to identify a solution/workaround Retain ownership of customer’s issues and keep them informed of the progress Possess detailed knowledge of relevant SLA’s and their implications for support Possess in-depth knowledge of processes and good grounding across technology wide procedures ITIL processes (Incident and Problem Management) Excellent Communication Skills Network Troubleshooting Ticketing systems & SLA Windows Desktop and Application Support