Site Service Delivery Analyst

Job Type:
Permanent
Job Sector:
Food, Beverage
Region:
Yorkshire
Location:
Luton, Bedfordshire
Salary Description:
TBC
Posted:
24/01/2019
Recruiter:
Stonegate Pub Company
Job Ref:
STOHS383262

Job Title: Site Service Delivery Analyst

Department: IT & EPOS Support

Position of Line Manager Service Delivery Manager

Overall Job Purpose:

Information Technology is an essential enabler of the business at Stonegate and keeping our Site systems running, is the top priority for the Site Service Delivery Team. We have dedicated site support for our sites for their IT issues, including installing, diagnosing and maintaining equipment (Tills, Printers, PC’S, Servers, PEDs and Phones) to ensure optimal performance. The successful person will work within this team to identify and troubleshoot problem areas in a timely and accurate fashion to stop estate wide issues and improve service.

Responsibilities:

Incident Management:

Provide IT support to Sites (Pubs/Clubs) via Helpdesk
Liaise with 3rd party, outsourced suppliers for call resolution
Identify trends by monitoring and analysing incoming calls, problems and support requests
Review and update Triage and Engineer notes.

Service Improvement (SIP’s):

Review and update Hints and Tips for Sites
Provide Call Analysis and Trends

Stakeholders:

Internal:

Site General Managers and Area Managers
Department Heads/Directors
Projects Team
Operational and Management Teams across the business.

External:

Zonal
Toshiba
Retail Technology Services
Fourth Hospitality
Verifone

Person Specification: Skills, Knowledge & Qualifications:

QUALIFICATIONS:

University degree in the field of computer science and/or 2 years equivalent work experience

SKILLS / KNOWLEDGE:

knowledge of retail operating systems e.g. EPOS
excellent problem-solving skills
the ability to explain problems and solutions clearly to non-technical users
the ability to prioritise, work under pressure and meet deadlines
a patient and methodical approach
the ability to work alone or as part of a team

EXPERIENCE:

Essential

Software and Hardware Troubleshooting
Self-confidence and interpersonal skills
Analytical and problem solving skills

Desirable

Windows 7, Windows 2010 experience
Microsoft Office 365

Contact Details:
Stonegate Pub Company
Tel: 0845 126 2944
Contact: Pauline Chidgey
Email:

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