Tech Support Analyst

The Very Group; Liverpool; On-site; GBP 28,000; Full time

Job summary

A well-known UK retailer based in Liverpool is seeking a Technical Support Analyst. The role involves providing tech support, managing the end-user experience, and maintaining hardware and software for staff. Candidates should have excellent customer service skills, advanced knowledge in mobile technologies, and be proactive in continuous skill development. This position offers a chance to work in a dynamic and inclusive environment.

Benefits

£250 flexible benefits allowance

27 days holiday + bank holidays

Udemy learning access

Bonus potential

Up to 25% discount on Very.co.uk

Matched pension up to 6%

Qualifications

• Must be self-motivated to continue to develop skills.
• Demonstrate advanced knowledge of mobile technology including iOS, Windows, and Android.

Responsibilities

• Provide support for all tech issues raised to the Tech Bar.
• Manage demand workstreams for Tech queries.
• Improve the Tech Bar experience.
• Set up new starters with all the right tools.
• Maintain meeting room tech and perform regular check-ups.

Skills

Excellent customer service skills

Advanced use of Microsoft Office applications

High level knowledge in Tech End User and Mobile technologies

Advanced knowledge of web-based technologies

Advanced level of fault finding and resolution

Job description

About Us

We are The Very Group and we're here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That's why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We're just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.

Internal use only - Grade I

About The Role

Act as the subject matter expert and front-line Tech support for the multiple technologies needed to support TVG employees, such as mobile devices, tablets, laptops, printers, Video Conferencing, software issues, user access queries etc. Work in a team to manage the end user experience via numerous different ways of contacting the Tech Bar, via email, bookings, virtual Tech Bar, request, traditional on-site visits, walk ups and appointments. Provide a new starter journey, stock management and the setup of new starters be that on site or remotely. The Tech Bar should promote and enhance end user productivity and increased satisfaction, driving innovation within TVG using the latest Collaboration tools and interlocking with the digital collaboration team.

Key Responsibilities

• Provide support and engagement for all Tech issues raised to the Tech Bar.
• Manage all demand workstreams for Tech queries, such as Virtual tech bar, bookings, requests, email, virtual bookings, on site appointments and walk ins.
• Look at ways to improve the Tech Bar experience and continue to iterate.
• Hardware and Software Support of end user devices.
• Set up of new starters, onboarding with all the right tools to do their job from day 1.
• Maintain all meeting room tech, including regular check-ups for any hardware or software issues. Reporting to 3rd parties when appropriate.

Mobile Device Support

• Act as the subject matter expert / front line support in offering end users advice on devices; including product range and equipment, ensuring pricing is in line with budget requirements and limitations.
• Provide technical support for all mobile device issues through one-to-one interface, virtual teams sessions and local site support.
• Provide and maintain all loan phones ensuring end users receive the right equipment and tariffs to ensure they can carry out relevant workloads.
• To be able to carry out repairs including screen replacements and be proactive in necessary replacements where appropriate
• Providing out of hours support where required to ensure that any business-critical issues are dealt with in a timely manner.

Tech Bar

• Manage appointments, bookings, emails, and requests
• Manage Walk in appointments to ensure colleagues can leave the Tech Bar back up and running
• Manage the allocation of loan kit whether that be laptops or small peripherals and ensure items are returned and not overdue.
• Maintain the booking system on a daily and weekly basis to ensure both virtual and on-site appointments are managed accordingly
• Assist End Users experiencing Tech problems, both hardware and software.
• Perform equipment health checks.
• Provide demonstrations of the devices available to End Users
• Support End Users requiring advice on hardware, software or general hints and tips, promote the publishing of hints and tips using the Virtual tech bar, interlocking with the Digital Collaboration team.
• Support new Very Group staff with an IT onboarding appointment
• Daily Management of the Tech Bar space ensures cleanliness.
• On-site support visits across our business locations - East Midlands, Speke, London, Wrexham and Bolton.

About you

• Excellent IT skills including the requirement to: Excellent customer service skills.
• Advanced use of Microsoft Office applications.
• High level knowledge in Tech End User and Mobile technologies.
• Advanced knowledge of web-based technologies.
• Advanced level of fault finding and resolution.
• Super users of all mobile technology.
• Completion of appropriate product and application training.
• Advanced capability of deploying mobile software and hardware.
• Demonstrate an advanced knowledge of all new End User and mobile technology including iOS, Windows and Android.
• Must be self-motivated to continue to develop their skills to ensure their competency levels are maintained and kept current.

Benefits

• Inclusive culture and environment, check out our Glassdoor reviews
• £250 flexible benefits allowance to suit your needs
• 27 days holiday + bank holidays
• Udemy learning access
• Bonus potential (performance and business-related)
• Up to 25% discount on Very.co.uk
• Matched pension up to 6%
• More benefits can be found on our career site

How To Apply

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.

What happens next?

Our talent acquisition team will be in touch if you're successful so keep an eye on your emails. We'll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we're a good match, we'll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely. You can expect a two-stage interview process for this position:

1st stage - An informal 30-minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have.

2nd Stage - A one-hour more formal interview where you can expect both competency and technical questions. This can be held either in-person or remotely.

As an inclusive employer please do let us know if you require any reasonable adjustments. If you'd like to know more about our interviews, you can find out here.

Equal opportunities

We're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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