IT END USER SUPPORT ANALYST

About the role

As a Systems Anlays you work independently across the Service Management disciplines to support service delivery and continuous improvement to Service and Operations areas. You have specialist knowledge of specific ITSM systems and reporting tools and are responsible for the support process for that specialism.

You deliver quality services for all stakeholders, with the impact ranging from saving time and effort to re-defining normal. You exhibit practical knowledge of various systems, infrastructure, and applications used within the Tesco business environment, knowing the latest technology and Service Management trends. You own and deliver reporting that supports operational targets and outcomes.

What is in it for you

• Tesco is a diverse and exciting employer, dedicated to being #aplacetogeton, providing career-defining opportunities to all of our colleagues. If you choose to join our business, we will provide you with:
• Yearly salary bonus - based on both individual and business performance
• Sick leave compensation
• 1 extra week of annual leave above your legal entitlement of 4 weeks, to support your well-being and family life
• Pension insurance contribution
• Cafeteria benefit system & Multisport card
• Training and Development Plan, supported by certified training and learning platforms like Udemy, Udemy Pro and LinkedIn

Referral Bonus

• Flexible work time
• With our Tesco Colleague Clubcard you and your family can enjoy a 15% discount on in-store and online shopping
• Meal allowances
• Virtual doctor and Employee assistance program to support colleagues wellbeing

You will be responsible for

• Provide systems monitoring and support as a member of technical team
• Collaborate with Infrastructure and Applications teams to assist in how they support systems/apps
• Keep your technical skills up to date and keep track of new technologies
• Demonstrate initiative towards process automation/ simplification
• Demonstrate accurate capturing of information
• Flair for issue diagnosis, through to resolution
• Able to assess and prioritise tasks, based on their impact, escalating where required
• High quality resolution of incidents
• Can apply incident, problem and change concepts, as based on ITIL
• Analytical approach to problem solving
• Demonstrate empathy, even when under pressure
• Clear and concise in communication at all times
• Readily owns issues and communication through to resolution
• Follow established practices and guidance using the latest tools and techniques
• Possess knowledge of relevant SLA’s and their implications for support

You will need

• Service management
• Monitoring and operations
• Process automation
• Data analytics and reporting
• Operational efficiency

Market Knowledge (Service & Operations)

Supplier performance management

Core Technology

Retail Technology Awareness

Communication & Influencing

Curiosity & Learning

Embracing and Enabling Change

Previous experience relevant to Service and Operations

About us

Tesco Technology was established in Prague to support Tesco’s retail business in Central Europe and across the Tesco Group. What began as a regional center over 25 years ago has evolved into a modern, forward-thinking team, driving innovation and digital transformation throughout the region.

With operations in the UK, Ireland, India, Hungary, Poland, and the Czech Republic, we’re committed to delivering great value to our customers every day.

When you join our Tesco Technology team in Prague, you'll be employed by Tesco Stores ČR a.s., the Tesco legal entity responsible for your employment.