Retail App Support Analyst

The purpose of the Retail Application Support Analyst is to provide the ongoing support and user education for the wide range of hardware, applications and SaaS products across the Pub Estate.

• This role is essential in ensuring smooth business operations by promptly addressing and resolving common technical issues such as access queries and hardware management.
• The Retail Application Support Analyst is responsible for responding to queries from internal and pub users regarding their hardware and software, which can be communicated via, phone calls, or self-service tickets and plays a vital role in troubleshooting and investigating root causes of user or system issues.
• We are looking for a passionate and driven individual who can participate and enhance, through their skills, this close-knit team, driving the culture of customer experience and root cause eradication in everything they do. This role is particularly suited to someone who enjoys handling multiple priorities at any given time, with the breadth of knowledge to drive technical improvements alongside the tenacity to undertake day to day support activities.
• The applicant would work in line with ITIL processes to identify and reduce volume problems, ensuring that issues and requests are logged using the company's incident logging software (ServiceNow),
• We pride ourselves on the customer service we offer users across Greene King, and by providing exceptional customer service and maintaining strong communication skills, the Application Support Analyst contributes significantly to the success of the IT department and overall business operations.
• Maintain the team’s ambition to achieve zero support ticket breaches across the year.
• Achieve strong customer satisfaction scores via surveys and feedback
• Maintaining system uptime across all applications
• Collaboration Effectiveness – Feedback from other teams and stakeholders on the effectiveness of collaboration.
• Technical expertise during major incident management.

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 earn up to £1,500 for referring them!
• Wage Stream – 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…

• Technical Analysis and Problem Solving: Strong competence in technical analysis and the ability to solve complex problems.
• Service Request Management: Ability to own multiple service requests and take personal ownership of their delivery.
• Collaboration: Ability to work well with others while also being able to work independently.
• Stakeholder Management: Ability to manage stakeholders via multiple communication channels.
• Supplier Management: Experience in managing suppliers would be advantageous.
• Use of Ticket Management Software: Experience with Service Now or similar ticket management software.
• Professional Qualifications
• ITIL Foundation Qualification: Having an ITIL Foundation qualification or demonstrable experience would be an advantage.
• Retail Environment Experience: Knowledge and experience of working in a retail environment, preferably within hospitality.
• Stakeholder Management Experience: Experience and knowledge of stakeholder management.