about us

itsu is the healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading wholesale business across Europe and beyond. Renowned for its best-in-class food made fresh in every shop, every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its best-in-class food, latest technology, innovation, and talented workforce, itsu is the future of fast food.  

this is the job

 The role of the Support Analyst is to provide a confident first point of contact to the itsu teams when dealing with technology issues whether they are in store, the Academy or Grocery. Understanding the issues and providing a clear path to resolution is key to role. This role will also be central to the ongoing maintenance and monitoring of the business systems on which itsu rely. They will:

• Be a first point of call for all 1st Line Support within itsu (Stores, Head Office, grocery and remote workers)
• Monitor the Helpdesk and Ticketing System and ensuring end users are kept updated through until the resolution of their incident or request
• Administer and Manage User Accounts across systems as part of the joiner, mover and leaver policy
• Setup, maintain and troubleshoot desktops, laptops and mobile devices, ensuring that they comply with all our user and security policies
• Participate in the installation and support of hardware devices in the stores estate that the IT team are responsible for, including tills, kiosks, kitchen displays and some network devices
• Work collaboratively with third party software and hardware suppliers to troubleshoot issues both remotely and in stores
• Provide training of store and Head office employees with new systems and processes
• Support our Card Processing Solution and other key business systems, including EPOS and supply chain systems
• Work with and Support other areas of the IT Team in ensuring a stable network connection for our sites and equipment on site.
• Support the data management of the EPOS system and other key business systems as required during periods of major change
• Participate in testing activities as part of business and system change
• Be an integral part of the Support Team and willing to provide on-call support as required out of normal working hours and at weekends as part of a rota

 this is you

• Experience in providing a first-class IT support service to business
• Basic knowledge of Operating Systems and Software Installations
• Good practical knowledge of back office processes 
• Knowledge of managing and supporting Mobile Devices (Phones/Tablets)
• Experience in supporting Windows hardware –laptops and desktops
• Experience of the retail environment or an area of the QSR business process would be an advantage
• Proactive, self-motivated and logical thinker with a real desire to learn and develop your skills and knowledge 
• Customer focussed/obsessed

In return for your time, commitment to your role and itsu, you will receive:

• Competitive salary
• Flexible working, which consists of 1 day a week working form home, flexible working hours, and up to 2 weeks a year working from abroad.
• A free itsu lunch whenever you are in the office and 50% off in all stores, for when you are not.
• We offer a variety of different benefits which cover off physical, mental, financial, environmental, and social wellbeing.
• An array of business events and socials throughout the year.

No matter what you do at itsu, it's important to us that everyone has access to the same opportunities. We are a truly diverse bunch, from all walks of life and you'll always be encouraged to be your true self.