Job Ref: 213423329

Date: 2021-03-24 13:32:01

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Welcome Break is one of the largest motorway service operators in the UK and has led the revolution in changing the motorway service sector.

We've been around for 60 years and are now in locations across the UK. Our 5,000+ strong team strive to proudly and passionately offer our customers' world class hospitality and retail brands such as Waitrose, Starbucks, Subway, KFC, Ramada, Days Inn and Burger King to name a few in a friendly and relaxing environment.

Our business is about people, the 80 million people who visit our sites each year and the teams who make the business the success it is. Every one deserves to get a warm welcome and enjoyable break with the very best service, facilities, food and drinks we can provide.

Providing customers with a welcome break is really important to us. Every day here is as challenging as it is enjoyable, as rewarding as it is fun. We believe that the same should be true once our working day is over, so we do everything we can to make sure our teams can get their work/life balance just right!

Everyone has an equal opportunity to succeed at Welcome Break. To make sure that those achievements are recognised, we have many recognition schemes, most of which are peer to peer recognition. What's more, we work hard to build a culture of openness, listening to customers and our own people so we can identify opportunities to improve service, innovation and engagement.

2nd Line Support Analyst
Welcome Break
Newport Pagnell, MK16 9EZ
Full time position
Salary up to £30,000 depending on experience
Fantastic benefits & discounts, free parking & great career opportunities

We are looking for a 2nd Line IT Support / Service Delivery Analyst to work as part of a larger team out of our support centre in Newport Pagnell, to provide 2nd line support for our Team Members in both our support centre and our and main amenity and hotel units. You will be providing advice and solutions to epos, general IT central and distributed networks, servers and applications.

Responsibilities as 2nd Line IT Support / Service Delivery Analyst
* Deliver 2nd line support for all members of Welcome Break in their retail & hospitality environment's.
* Supporting EPOS systems, general IT central and distributed networks, servers, and applications
* Working as part of the IT Service Delivery Team to provide 24 x 7 x 365-day service
* Participate in the emergency out-of-hours on-call and weekend rotations
* Managing a queue of incidents (approx. 100 per week) to ensure they are fixed within agreed SLA
* Ensuring customer expectations, communications and customer satisfaction levels are maintained
* Provide proactive monitoring of Welcome Break's IT estate
* Identify trends, investigate and resolve deep-seated underlying IT problems
* Active Directory and Group Policy management and support
* PC and printer hardware and software support and maintenance
* Willing to work outside of normal hours to ensure minimal disruption to business
* Travel to various locations around the UK
* Support transition of business & IT projects into the BAU IT Service Delivery Team

Your experience as 2nd Line IT Support / Service Delivery Analyst

* 2nd line support experience in a multi-site / head office environment.
* Internal Helpdesk experience
* Retail knowledge & technology – EPOS systems, PCI, P2PE etc
* 3rd party supplier, stakeholder, and interdependency management

Knowledge of the below (desirable)

* Desktop Central, Scripting (Batch, PHP & JAVA), EPOS, Azure, MDT, Windows 7 & 10, Server 2008, 2012 & 2016, Office 365
* Networking – Security, TCP/IP, LAN/WAN
* EPOS, POS, EFT in a PCI DSS environment
* Financial Application Support
* Zendesk Support and Guide

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