IT Service Support Analyst - 18 Month FTC

We have an exciting opportunity for a 18 month FTC role for an IT Service Support Analyst to join our Service Delivery Team to support the Change and Problem Manager in their day-to-day role.

With our Problem and Change Manager supporting a major project within Greene King the role will mean that the Service Support Analyst will be responsible at times for chairing our IT Change Advisory Board, conducting IT Problem meetings with service areas and coordinating IT High Priority Incidents, under pinned by effective and efficient processes and a genuine service culture.

Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.  

We’re all about rewarding our team’s hard work, that’s why…

You’ll receive a competitive salary, pension contribution as well as:

• The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could receive £1,500 for referring them!
• Wagestream – access your wage before payday for when life happens.
• Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more

As our IT Service Support Analyst you will...

• Support the management of all aspects of IT Changes. This will involve leading a weekly CAB meeting of stakeholders and following the Greene King Change Processes documenting all into Service Now, identifying any potential risks associated with the changes and working with service areas to do effective communication
• Support the management of IT Problem Process. This will involve engaging all service areas of IT identifying the root cause of recurring incidents solving them and preventing their recurrence  
• Support the management of IT High Priority Incidents and then RCA ownership. When an IT High Priority Incident is declared, you will need to understand the impact on the Greene King Service, calibrating with IT Service areas, communicating to stakeholders and helping the drive to resolution. After the incident is closed leading on Root Cause Analysis either internally or with Greene King third parties    
• Support the creation of a regular IT Service Pack for Executives. This will involve sourcing information from different reports to form a pack that will provide an overall perception of IT service in Greene King
• Manage BAU activities in the absence of the Change and Problem Manager

What you'll bring..

• Exceptional communication and stakeholder management skills
• The ability to challenge effectively and managing expectations
• High standards of customer service 
• Experience in ITIL Change Management process
• Strong trouble shooting skills with the ability to get to the root of a problem
• A 'can do' attitude

#LI-AC1

Working knowledge of ITIL Change and Problem best practice