Senior Technical Services Analyst

From our first store in the 1960s, a little Taunton shop with great clothes and even better prices, to an omni-channel business serving millions of customers… we're New Look.
 

Our purpose is always to inspire That New Look Feeling and we believe that starts with us. Our values motivate us every day: we play to win, we’re customer-obsessed and we work as one.

The Role: (this can be based in Lymedale or Weymouth)

You will be responsible for delivering and maintaining technical services for infrastructure servers,

storage and cloud.

• You will work closely with the Service Desk, End User Compute and other IT Service teams to provide
• 3rd line operational support.
• You will take the technical lead on P1 and P2 incidents, co-ordinating technical activity within the
• required resolver teams.
• You will lead the process of impact assessing and planning IT infrastructure changes and service
• improvements and will then implement or oversee technical implementation, test and monitor
• required changes in line with agreed plans.
• You will be considered the subject matter expert on server, storage and cloud infrastructure, being
• Known as the go-to person for complex and technical issues.

Responsibilities:

Support

• Providing, managing and maintaining all servers (Wintel and relevant PaaS services) ensuring they
• remain available at all required times.
• Managing and maintaining all core operating systems, including co-ordinating patching plans, routine
• maintenance, upgrades, service packs and fixes.
• Resolving IT infrastructure-related incidents, service requests and problems in a timely and efficient
• manner in line with Business requirements
• Provide timely communication to users on the status of their service requests and incidents, as
• required
• Liaising with IT suppliers to ensure IT infrastructure-related incidents and problems are resolved in a
• timely and professional manner
• Ensuring problem prevention methods are continually applied to improve service levels and reduce costs
• Undertaking IT infrastructure-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
• Monitoring the availability, performance and throughput of supported IT infrastructure
• Prioritising and scheduling assigned support activities and tasks
• Maintaining IT infrastructure support technical documentation & defining the technical standards the rest of the team need to delivery.
• Leading technical disaster recovery activities as required.

Change

• Working with project teams to review and impact assess new business requirements.

• Contributing to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change rollout plans etc.
• Ensuring capacity, availability, security and service support requirements are considered in all IT infrastructure changes.
• Implementing, testing and monitoring required IT infrastructure changes in line with change implementation plans
• Ensuring IT infrastructure changes meet the agreed service acceptance criteria
• Ensuring Asset and Configuration Management principles, processes and procedures are applied
• Oversee all systems monitoring tools and capabilities, ensuring that monitoring thresholds and alerts are set up to achieve a fix before fail way of working
•  

About You:

• A degree in IT or related business topic (desirable)
• Experience as an Technical Services Analyst or Hosting & Storage Engineer
• ITIL Foundation Certificate
• Microsoft Certified Systems Administrator (MCSA)
• Microsoft Certified Systems Engineer (MCSE)
• VMWare Certified Professional (VCP)
• Experience with Microsoft Azure (desirable)
• Experience with Microsoft 365 (essential)
• Experience with Microsoft Entra (essential)
• Experience with Microsoft Exchange Server (desirable)
• Experience with Active Directory Policy (Group Policy) Administration (essential)
• Experience with E-Mail Filtering Systems (desirable)
• Experience with Enterprise Anti-Virus solutions (desirable)
• Experience with SCOM & Enterprise Monitoring (desirable)
• Strong experience of creating and managing virtual and physical servers for UNIX and Windows variant
• O/S knowledge of enterprise data storage devices (SANs)

Why New Look?

The amazing people, the fashion – there are so many reasons to love working at New Look. We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals. 

You’ll also receive these amazing benefits, to name only a few:

• 40% staff discount
• Monthly 25% off privilege vouchers for family and friends to enjoy
• Season ticket loans

Apply now to find out more!

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.   
   
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth application process.