Retail Application Support Analyst

Greene King; Little Burton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading pub company in Little Burton is seeking a Retail Application Support Analyst for a 6-month FTC. This role involves troubleshooting technical issues, providing support for hardware and software, and collaborating with various stakeholders. Ideal candidates will have exceptional customer service skills and experience in a retail environment. Competitive salary and benefits are offered, including career development and employee discounts.

Benefits

Competitive salary

Pension contributions

Career development opportunities

Retail discounts

Employee assistance programs

Responsibilities

• Provide ongoing support and user education for hardware and applications.
• Troubleshoot and investigate root causes of user or system issues.
• Log issues and requests using incident logging software.

Skills

Exceptional customer service and communication skills

Technical expertise

Ability to collaborate with stakeholders

Experience managing suppliers

Proficiency in Office 365

Education

ITIL Foundation qualification or demonstrable experience

Job description

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. You will play 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. They should drive 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).

Essential skills and experience include:

• Exceptional customer service and communication skills
• Technical expertise
• The ability to collaborate with stakeholders across different functions to ensure support levels are in place
• An ability to manage stakeholders via multiple communication channels
• Experience in managing and challenging suppliers regarding service levels and SLAs
• 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. With a 220-year brewing and pub history, we create a business we are proud of today. Our 39,000-strong team are the guardians of what is wholly British—the pub experience.

Job Description

6-month FTC

Your role as Retail Application Support Analyst

The purpose of this role is to provide ongoing support and user education for a wide range of hardware, applications, and SaaS products across the Pub Estate.

Qualifications

ITIL Foundation qualification or demonstrable experience would be an advantage.

Additional Information

We reward our team's hard work with a competitive salary, pension contributions, and benefits such as career development opportunities, discounts on our brands, employee assistance programs, and more. You may also have the opportunity to refer a friend and earn rewards, access wages before payday through Wagestream, and enjoy retail discounts.