Systems Analyst

About the role

Systems Analysts provide first level of technology support to our colleagues across the organisation. You use technology tools to record, diagnose and resolve the issues or transfer to support teams for further investigation/resolution. You address issues holistically and prioritise them according to the business impact. You exhibit excellent interpersonal skills to ensure customer satisfaction.

You will be responsible for

• Act as first point of contact for any desktop/access related technology issues reported via Service Desk (Service Desk role only)
• Act as first point of contact in 24/7 operations centre for responding to systems alerts generated via monitoring tools (Operations role only)
• Able to accurately capture all information required for investigation and diagnose technology issues
• Prioritise issues based on impact and urgency, transfer or escalate where required
• Highlight wide impact issues and coordinate with relevant teams to facilitate resolution within SLA
• Collaborate with colleagues, peers, senior systems analysts and managers to resolve/escalate incidents/problems
• Identify similarities, patterns of repetitive tickets and flag it to Senior Systems Analyst to get a solution/workaround
• Work with colleagues to provide resolution in an effective, empathic and timely manner
• Customer focussed, demonstrates empathy, even when under pressure with clear and concise communications
• Keep up to date with technology and use this knowledge to improve resolution times
• Self-motivated, team player & adaptable to new technology
• Possesses knowledge of relevant SLA's and their implications for support
• Identify, recommend process improvements where relevant
• Seek to pass on knowledge to others and manage time efficiently

You will need

Working knowledge (must have):

ITIL processes (Incident Management)

Excellent communication Skills

Microsoft Windows and Office Troubleshooting

Network Troubleshooting

Ticketing systems & SLA

Windows Desktop Support

Whats in it for you?

At Tesco, we are committed to providing the best for you.

As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.

Total Rewards offered at Tesco is determined by four principles -simple, fair, competitive, and sustainable.

Salary - Your fixed pay is the guaranteed pay as per your contract of employment.

Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company's policy.

Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.

Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.

Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.

Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.

Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.

Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.

About Us

Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers.

Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues

Tesco Technology

Today, our Technology team consists of over 5,000 experts spread across the UK, Poland, Hungary, the Czech Republic, and India. In India, our Technology division includes teams dedicated to Engineering, Product, Programme, Service Desk and Operations, Systems Engineering, Security & Capability, Data Science, and other roles.

At Tesco, our retail platform comprises a wide array of capabilities, value propositions, and products, essential for crafting exceptional retail experiences for our customers and colleagues across all channels and markets. This platform encompasses all aspects of our operations – from identifying and authenticating customers, managing products, pricing, promoting, enabling customers to discover products, facilitating payment, and ensuring delivery. By developing a comprehensive Retail Platform, we ensure that as customer touchpoints and devices evolve, we can consistently deliver seamless experiences. This adaptability allows us to respond flexibly without the need to overhaul our technology, thanks to the creation of capabilities we have built.