Retail Application Support Analyst

greene king; Greenlawn (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in British hospitality is seeking a Retail Application Support Analyst for a 12-month FTC. This role focuses on providing technical support and user education across a range of systems in a busy pub environment. Ideal candidates will bring exceptional customer service skills, technical expertise, and experience within the retail sector.

Benefits

33 days holiday, with the opportunity to buy additional days

Life assurance – up to 4 times your salary

Discounted dental & health insurance

33% discount on all brands for you and 15% for loved ones

Free employee assistance program

50% discount at Greene King Inns and Hotels

Referral bonus of £1,500

Retail discounts up to 30% at various retailers

Career training and development opportunities

Qualifications

• Exceptional customer service and communication skills are essential.
• Knowledge and experience of working in a retail environment, preferably within hospitality.
• Experience managing suppliers and service delivery would be advantageous.

Responsibilities

• Provide ongoing support and user education for hardware and applications.
• Troubleshoot and resolve technical issues for users.
• Work in accordance with ITIL processes using incident logging software (ServiceNow).

Skills

Customer service

Communication

Technical expertise

Stakeholder management

Proficiency in Office 365

Education

ITIL Foundation qualification

Job description

12 Month FTC Opportunity

Your role as Retail Application Support Analyst

The purpose of the Retail Application Support Analyst is to provide ongoing support and user education for a 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, 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 in and enhance, through their skills, this close-knit team. You will help drive the culture of customer experience and root cause eradication in everything you do.
• This role is particularly suited to someone who enjoys handling multiple priorities, 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 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
• Proficiency in Office 365

#LI-AP1

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 rich 220-year brewing and pub history, we create a business we are proudly known for today. Our 39,000-strong team are the guardians of what’s wholly British—the pub experience.

Additional Information

In reward for your hard work, you will receive...

• 33 days holiday – with the opportunity to buy an additional 5 days!
• Life assurance – up to 4 times your salary!
• Discounted dental & health insurance
• Discount of 33% for you and 15% for loved ones on all our brands – 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 loved ones at Greene King Inns and Hotels – enjoy a weekend away without breaking the bank
• Refer a friend – when they are placed, receive £1,500 for referring them!
• Retail discounts – up to 30% off at Superdrug, exclusive discounts with Three mobile, and more
• The opportunity to further your career across our well-known brands – training and development at each level of your career

Qualifications

ITIL Foundation qualification or demonstrable experience would be an advantage