957994c0-7a83-45cb-8c50-d331839baab0

The purpose of the Retail Application Support Analyst is to provide the ongoing support and user education for the 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.
• The Retail Application Support Analyst is 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 and plays 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, driving 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),
• We pride ourselves on the customer service we offer users across Greene King, and by providing exceptional customer service and maintaining strong communication skills, the Application Support Analyst contributes significantly to the success of the IT department and overall business operations.
• Maintain the team’s ambition to achieve zero support ticket breaches across the year.
• Achieve strong customer satisfaction scores via surveys and feedback
• Maintaining system uptime across all applications
• Collaboration Effectiveness – Feedback from other teams and stakeholders on the effectiveness of collaboration.
• Technical expertise during major incident management.

Additional Information

• This role is essential in ensuring smooth business operations by promptly addressing and resolving common technical issues such as access queries and hardware management.
• The Retail Application Support Analyst is 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 and plays 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, driving 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),
• We pride ourselves on the customer service we offer users across Greene King, and by providing exceptional customer service and maintaining strong communication skills, the Application Support Analyst contributes significantly to the success of the IT department and overall business operations.
• Maintain the team’s ambition to achieve zero support ticket breaches across the year.
• Achieve strong customer satisfaction scores via surveys and feedback
• Maintaining system uptime across all applications
• Collaboration Effectiveness – Feedback from other teams and stakeholders on the effectiveness of collaboration.
• Technical expertise during major incident management