Eam Helpdesk Controller

**EAM Helpdesk Controller**

Alton Towers Resort is a front-runner in providing high quality family entertainment. Not only does the Resort have the UK’s largest theme park, but there are four premium hotels and a wealth of family activities.

**About the Role**

Alton Towers Resort is on the lookout for a **EAM Helpdesk Controller **to support the Technical Services & Security department. Responsible for overseeing the day-to-day operations of the Resort Help Desk. You will support a team of service professionals and work to ensure that they are aware of the request for Technical support across the Resort. This will include taking requests for Resort related maintenance, assuring jobs are completed to appropriate time scales, engaging with stakeholders across departments to deliver the resort maintenance strategy and analysing trends across calls received.

**Key Objectives**:

- Managing the day-to-day operations of the Help Desk function in accordance with the Company’s mission, goals, policies and procedure process flows.
- Co-ordinating with other departments to ensure that services are delivered efficiently and effectively.
- Take ownership of all requests that are raised and ensure they are closed out within the time frame specified with the relevant Department for the requestor or provide feedback as to why the request has not been completed.
- Support, where required, the Control Operations function.
- This role will be required to assist the wider security & medical team with Resort information during a major incident.

**The Perks of the job**

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects. Benefits include Pension, Life Assurance, discretionary company bonus, 25 days’ holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

**Everyone Matters at Merlin.**

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters
Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

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