Support Analyst

Berry Bros. & Rudd is more than 300 years old, but we never stand still. As the world’s best and most trusted fine wine and spirits merchant, we are committed to helping our customers drink better, now and in the future. A career at Berry Bros. & Rudd is a unique and rewarding experience, combining the rich background of centuries of history with a modern family-owned culture, built on ambitious plans and with people at its heart.

The job in a nutshell

Working in the End User Support team, you will provide 1st and 2nd (day to day) support to BBR employees for all office systems and technical infrastructure, and therefore will be the first point of contact for all queries.

Based in our head office, you’ll be responsible for supporting the heart of the business serving Executives, colleagues and indirectly customers in our historic home on St James’s St.

Who you will work with

Internal:            All members of the business, IT Service Delivery team and wider IT team

External:           Closely working with our various technology Support partners to implement changes and resolve incidents (printing, telephony, AV facilities etc.)

What you will do

• Provide excellent and efficient 1st / 2nd line support for all IT systems and technical infrastructure along with maintaining operations for all system processes

• Act as a contact point between customer base and systems / technical specialists during times of business operation


• Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers


• Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls

• Liaise with external suppliers for call tracking and resolution within their agreed Service Level Agreements.

• Ensure that all working practices comply with Health and Safety legislation

What you will bring to the role

Experience / Achievements

• Previous experience of Microsoft desktop support


• Previous experience of Office 365 Application support


• Previous experience of LAN/WAN & Wi-Fi technologies


• Previous experience of Audio-Visual technologies

 Your Skills, Knowledge and Behaviours 

• Excellent communication skills, especially with senior managers and customers


• A strong team player


• Excellent customer service skills


• Ability to make quick and effective decisions


• A keen problem solver


• Highly flexible, with the ability to adapt


• Ability to work under pressure


• Effective organisation skills

Qualifications

• ITIL Foundation (desirable).