IT Support Analyst

Frasers Group are currently looking for an IT Support Analyst to join us at our Game Office in Basingstoke. We started as a small store in Maidenhead in 1982 and from there, grew to become a global powerhouse. We believe the higher the risk, the greater the reward. We’ve never been afraid to strive forward and change the way the industry operates, diversifying our portfolio and elevating stores. We’re not sitting back – there’s no room for hesitation. As a PLC with a £4bl turn over, this opportunity to grow your career in a fast paced and dynamic environment is one for the bold. .

The opportunity

Responsible for providing effective support for all Game Store, Head Office and Distribution Centre users., ensuring a 1st class service is provided for incident resolution

The responsibility

As part of this role you will take responsibility of IT Service Desk queries that come from an extensive user base.

• Must be team focused and be able to communicate with colleagues for support and offering advice.
• Accurately update and process each incident, following known and agreed processes, carry out full fault diagnosis to identify whether the incident can be resolved with an aim toward first time fix.
• When required, identify the correct resolution / group for each customer incident and ensure that clear and concise information is recorded on the individual incident.
• Ensure that the customer is kept fully updated throughout its lifecycle.
• Write and update technical documentation to ensure the team is kept up to date with knowledge.
• Ensure that all activities are recorded within the ITSM tool.
• Maintain a high level of customer service at all times, owning incident to resolution.
• Completing scheduled installations
• Proactively monitor, fault track and problem manage to ensure optimum service availability.
• On-Call 1 in 4 weeks for incident management, including some weekend working

• Previous experience required in a 1st or 2nd line support position.
• Experience with Microsoft Office applications.
• Knowledge of Active Directory, Group Policy, DNS, DHC
• Good oral and written communication skills
• Process driven with the ability to be innovative
• Solid networking trouble shooting skills
• Experience with supporting Windows desktop and Mac OS

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

• Think without limits and take the team with you
• Own it and back it
• Not hesitate and act with purpose
• Be commercial and customer-focused.