Retail Application Support Analyst

Your role as Retail Application 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.
• you will be 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)
  
  

What You Will Bring...

• Exceptional customer service and communication skills
• Technical expertise
• The ability to collaborate with stakeholders across different functions to ensure the support levels are in place.
• An ability to manage stakeholders via multiple communications channels
• Experience in managing and challenging suppliers in regards to service levels and SLA’s
• Knowledge and experience of working in a retail environment, preferably within hospitality
• Experience of managing suppliers would be advantageous
• Experience of service delivery.
• Proficient in Office 365
  
  

Company Description

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.

Additional Information

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 £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…
  
  

Qualifications

ITIL Foundation qualification or demonstrable experience would be an advantage