Retail App Support Analyst

greene king; Greenlawn (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

A leading company in the hospitality sector is seeking a Retail Application Support Analyst to provide technical support and user education across its Pub Estate. The role involves resolving technical issues, managing service requests, and enhancing customer experiences while working in line with ITIL processes. Competitive salary and various employee discounts are included.

Benefits

Competitive salary

Pension contributions

33% discount for employees

Free employee assistance program

50% discount at Greene King Inns

Referral bonus of up to £1,500

Wage Stream for early wage access

Retail discounts

Qualifications

• Strong technical analysis and problem-solving skills.
• Ability to manage multiple service requests.
• Experience in a retail or hospitality environment is desirable.

Responsibilities

• Resolve technical issues of hardware and software.
• Maintain system uptime and collaborate effectively.
• Drive customer experience and handle multiple priorities.

Skills

Technical analysis

Problem-solving

Stakeholder management

Education

ITIL Foundation qualification

Tools

ServiceNow

Job description

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

• This role ensures smooth business operations by promptly resolving technical issues such as access queries and hardware management.
• The analyst responds to internal and pub user queries regarding hardware and software via phone calls or self-service tickets, troubleshooting and investigating root causes of issues.
• We seek a passionate individual who can enhance our close-knit team, driving customer experience and root cause eradication. The role suits someone comfortable handling multiple priorities, with the skills to drive technical improvements and perform support activities.
• The applicant will work in line with ITIL processes, logging issues and requests using ServiceNow, and aim to achieve zero support ticket breaches and high customer satisfaction.
• Responsibilities include maintaining system uptime, effective collaboration, and technical expertise during major incidents.

Additional Information

We offer:

• Competitive salary, pension contributions, and career development opportunities within our well-known brands.
• 33% discount for you and 15% for loved ones on all brands.
• Free employee assistance program for mental health, well-being, financial, and legal support.
• 50% discount for you and 25% for loved ones at Greene King Inns and hotels.
• Referral bonus of up to £1,500 for successful candidate referrals.
• Wage Stream for early wage access.
• Retail discounts, including up to 30% off at Superdrug and exclusive mobile deals.

Qualifications

• Strong technical analysis and problem-solving skills.
• Ability to manage multiple service requests and own their delivery.
• Effective collaboration and independent working abilities.
• Stakeholder management skills via multiple channels.
• Experience managing suppliers is advantageous.
• Experience with ServiceNow or similar ticket management software.
• ITIL Foundation qualification or demonstrable experience is preferred.
• Experience in a retail or hospitality environment is desirable.