IT Support Analyst

7 days ago

Newport Pagnell, United Kingdom Welcome Break Full time

**IT 2nd LineSupport Analyst** **Welcome Break, Newport Pagnell, MK16 9EZ** **Full-time role** We’re on a mission to become the best service area operator in the UK and we see technology as a key enabler.Across our 52 service areas we operate world-class brands such as Starbucks, KFC, Burger King, Subway, Waitrose and WHSmith.We have 31 Ramadaand Days Inn hotels, run our own fuel forecourts, and are at the forefront of the Electric Vehicle revolution. To do this we need world-class teams and we’re investing here too - from an impressive benefits package and discounts scheme to flexible working and training support, we’re a values-led business that cares deeply for our people.As an **IT 2nd Line Support Analyst** in the Welcome Break IT Team, you’ll work in a fast-paced but rewarding environment, where creativity and ‘out the box’ thinking is encouraged, collaboration and communication promoted, and personal development and growthdriven. **What you’ll do**: - Deliver 2nd line support to all team members of Welcome Break in their Head Office, Retail, Hospitality, Hotel and Forecourt environments - Support and manage Azure, Active Directory, Group Policy and Microsoft Office 365 - Using Zendesk and other tools, manage own and team queues to meet SLA agreements with the business, and drive best of class ITSM practices - Ensure excellent communication on ticket progress and completion estimates - Maintain fantastic customer satisfaction levels - Create and maintain internal and customer facing knowledgebases - Assist in proactive monitoring of Welcome Break’s IT estate - Work with the Projects team to deploy new services and products throughout the business and participate in Service Transition planning and execution activities - Identify trends, investigate and resolve deep-seated or underlying IT problems - Learn, grow and develop your IT skills by working alongside the Projects, Infrastructure, Application and Data teams when call volumes allow - Participate in the 24x7x365 On Call and Weekend rota (Aiming for 1 week in 5, depending on staffing levels) after a period of training - Travel to various locations around the UK on occasion when needed (expenses paid) **What you’ll get**: Competitive Salary and benefits package including - On-Call Rota allowance - Contributory pension - On-site daily meal allowance - Discount at our brand units and discounted hotel rooms for you and your familyDiscounts from 1000s of brands and high street stores via MyWelcomeBreak

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