First Line IT Support Analyst

First Line IT Support Analyst
£26,430 (pro rata) plus great benefits (Work Level 6C)
Remote role (with occasional trips to our Scunthorpe office, around once every couple of months, to connect with the team)
Part-time, permanent (18.75 hours per week)

You’ll work 18.75 hours per week, across:

Thursday: 7.5 hours
Friday: 7.5 hours
Saturday: 3.75 hours

Your shifts will be scheduled between the following hours:

7am – 3pm
9am – 5pm
11:15am – 7:15pm
9am – 12:45pm (Saturday only)

We’re looking for a First Line IT Support Analyst to join our Wholesale team. At Co-op Wholesale, technology plays a vital role in helping our independent retailers (i.e. Nisa) serve their local communities. In this role, you’ll be one of the first people our retailers turn to when they need support with our EPOS solution and ordering website.

You’ll provide friendly, knowledgeable assistance over the phone and by email, helping to diagnose and resolve issues while delivering an excellent customer experience. Whether you’re troubleshooting software, supporting hardware queries, or escalating more complex issues, you’ll play a key role in keeping our customers connected and trading successfully.

You don’t need previous IT support experience to be successful in this role. If you’re a great communicator who enjoys solving problems and helping people, we’ll provide the training you need to learn our systems and build your technical knowledge.

Why this role matters

When our retailers experience technical issues, they need fast, effective support so they can focus on running their businesses. By helping them quickly resolve problems with their EPOS and ordering systems, you’ll minimise disruption, build confidence in our technology, and contribute to a greater experience for stores and their customers.

What you’ll do

• Respond to incoming calls and emails from Nisa retailers
• Investigate and troubleshoot technical issues to identify root causes
• Apply first line fixes and follow established support processes
• Escalate unresolved issues to specialist IT colleagues when needed
• Accurately record and maintain all incident details within the service desk system
• Communicate updates clearly with customers and colleagues
• Build your knowledge of the systems and applications used across the business

What you’ll bring

We’re committed to making our roles as accessible as possible, so we only ask for the minimum criteria. To thrive here, you’ll need to bring:

• Experience delivering excellent customer service
• Strong communication and relationship-building skills
• A general interest in technology and IT systems
• A logical and methodical approach to problem-solving
• The ability to stay organised and manage multiple priorities
• A positive attitude and willingness to learn new skills

Why Co-op?

At Co-op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

• An annual bonus scheme (based on personal and business performance)
• 28 days holiday (pro-rata) plus bank holidays
• A pension with up to 10% employer contributions
• 30% discount on Co-op products and 10% off other brands
• Stream – early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

A place you’ll belong

We’re building diverse teams that reflect the communities we serve. We welcome applications from everyone, and our support centre is an inclusive environment where all our colleagues can thrive.

If you have a disability, we’ll make reasonable adjustments to support you through the recruitment process. We’re also proud to be part of the Disability Confident scheme - if you’re disabled and you meet the minimum criteria for this job, we’ll guarantee you an interview.

Learn more about our recruitment process at https://jobs.coop.co.uk/apply-process

Explore our commitments to diversity, inclusion and wellbeing at https://jobs.coop.co.uk/diversity-inclusion-wellbeing

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.