THE GOAL

The goal of the IT Support Analyst is to provide high-quality 1st and 2nd Line IT technical support to our network of sushi kiosks across Europe and South America. You will be a key member of the team, ensuring our partners have the tools and support they need for the smooth running of their day-to-day business, with a focus on maintaining kiosk printers, tablets, and our proprietary kiosk software. You will be reporting to the Partner IT Support Manager.

WHY YOU SHOULD JOIN US

This is an amazing opportunity to overcome challenges in a fast-paced, ever-changing IT landscape and grow to be a subject matter expert within the company. You will work with and assist our partners, keeping in touch with colleagues from all over the world to discover new cultures and different ways of working. Our "All Hands" meetings are a special occasion to celebrate success not just within the IT team but with all KellyDeli colleagues across Europe.

WHAT YOU'LL DO

· Provide friendly and effective 1st/2nd line IT technical support to the KellyDeli partnership network via phone, email, and our helpdesk system.

· Take ownership of the helpdesk, ensuring all incident tickets are logged, updated, and monitored through to resolution.

· Act as the face of IT, building trust and confidence in the expertise the IT team provides.

· Support and troubleshoot a variety of hardware, including tablets, label printers, routers and digital signage.

· Provide application support for both 3rd party and proprietary software.

· Manage the dispatch and return of IT assets, minimising costs and asset loss.

· Support asset lifecycle management, arranging for the renewal of IT assets as they reach the end of life.

· Actively contribute to IT projects and the development of new services and products as they are incorporated into our service catalogue.

· Proactively identify opportunities to improve our service, enrich troubleshooting procedures, and minimise inefficiencies.

· Assist in creating and delivering training on how to install and use our equipment.

WHO YOU ARE

· A natural problem-solver who is tenacious and enjoys the challenge of troubleshooting incidents where the solution is not always obvious.

· An excellent communicator with strong customer service skills who can relay technical instructions clearly to non-technical people.

· Someone with a great attitude who is eager to improve service for our partners across the retail estate.

· Self-motivated, with a clear ability to manage your own workload and reprioritise tasks as needed.

· You have a huge enthusiasm and hunger to learn new skills and technologies.

· Confident communicating in English.

· Experience in using Microsoft 365.

· Desirable: Similar experience in a 1st / 2nd Line Technical Support role.

· Desirable: Language skills in French and/or Mandarin.

· Desirable: Experience in using ITSM tools such as Service Now.

· AI Competency: Experience using AI-powered tools and technologies to enhance productivity, efficiency, decision-making, and problem-solving in the workplace. We are seeking individuals who embrace AI as a core business capability, use it responsibly to drive innovation and performance, and proactively apply emerging technologies to improve ways of working.

ABOUT US
KellyDeli, founded in 2010, is an innovative and rapidly expanding food retail and restaurant company. Sushi Daily, one of its brand concepts, is the leading European provider of fully-serviced sushi bars, currently operating over 1,200 kiosks across 12 countries.

Our unique concept features outlets in grocery stores, supermarkets, and airports, where live Sushi Artisans create their art in front of customers, providing a unique customer experience and top-quality sushi.

Our Purpose

To help the world east better, flourish together & dream bigger

VALUES

• Totally Together

• Humbly Honest 

• Positively Passionate

• Constantly Curious

• Expertly Excellent

• Adopting Growth Mindset
  

BENEFITS 

🍣 Sushi Allowance

🍴 Meal Vouchers

🧘🏼 Wellbeing allowance 

🎂 Birthday off

🤩 Late starts & early finish X6 of each
🩺 Private Healthcare

🚆 Travel subscription (buses, trains, subways) - KD covers 50% of the cost each month

📍 Hybrid working 2/3 split