Service Desk 2nd Line Analyst

Job Purpose:

To deliver quality service through maintaining the availability of services to IT Users. The role is crucial to ensuring that issues are resolved or escalated as quickly as possible by following IT processes, ensuring SLA’s are met while supporting business change, projects and initiatives.

Please note that the 2nd Line team support the business Monday-Saturday between the hours of 0800-2300 on a roster basis and Sundays on a on-call basis.

Key Accountabilities:

• Provide 2nd level support of ODEONs hardware, infrastructure and applications including on call as required
• Provide technical escalation point for 1st Line Analysts
• To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON’s business applications
• To work within the Incident Management Process, Service Request, and Major Incident Process
• To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue
• To ensure calls are associated with the Problem Management process as required.
• Creation of knowledge based documentation and training material
• To liaise closely with team members, passing calls through to keeping the customer updated
• Excellent record taking ensuring that all relevant details are recorded in tickets
• Data and record management, to maintain additions and deletions of users and user information.

Key Skills:

• Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.
• Broad understanding of corporate applications
• Ideally computer sciences degree, but not essential if relevant prior experience of at least one year
• Working towards or gained ITIL foundation would be an advantage
• Ability to manage, prioritise, coordinate calls effectively
• A strong eye for detail and reacts quickly to identify and resolve issues
• Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
• Proven planning and organising skills being able to manage, prioritise and coordinate effectively
• Strong work ethic with a sense of ownership and accountability - working outside of core hours as required
• Team player with the ability to operate well and thrive in a team culture

ODEON benefits:

• Unlimited free cinema tickets for you, and 12 friends and family tickets every three months
• 40% discount on our food and drinks, including our in-cinema Costa Coffee stores
• Free access to our confidential Employee Assistance Programme – an online platform that offers advice and support on topics including finance, health, and mental wellbeing
• The opportunity to gain professional qualifications through our Brights Lights Apprenticeship scheme
• Fantastic career development opportunities across our cinemas and support offices
• Monthly rewards and recognition schemes
• Pension scheme
• Bonus scheme

At ODEON Cinemas Group, everyone is welcome. We make movies better by bringing all our incredible differences and our different ways of thinking together with our passion for cinema, to deliver inspiring entertainment experiences for our guests. We are all individuals, and we recognise that everyone brings something special to our team.

Starting from the moment you apply, Diversity, Equity and Inclusion is embedded into all parts of the colleague journey, and we welcome individuals from all backgrounds. We select colleagues based on merit and the passion they show for their role.

We are proud to partner with 'ReciteMe' to offer accessible tools to support you with your job application. Simply click on 'Accessibility Tools' at the top of the job advert screen. Should you require additional help from our team, whether that's to support with your application through to making adjustments to our recruitment process to assist you, we will be more than happy to help - drop us an email to jointheteam@odeonuk.com and we will be back in touch to help you!