Role Overview & Mandate
Executive Summary
IT Support Analyst James, our IT Support Manager, is looking to recruit an IT Support Analyst to work in our...
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IT Support Analyst
James, our IT Support Manager, is looking to recruit an IT Support Analyst to work in our IT Department, based at Norton Canes Motorway Service Area on the M6 Toll Road near Cannock.
The successful role holder will primarily undertake work at our Support office in Norton Canes, with occasional travel to all company sites on a number of projects and support related tasks which include; fault finding, diagnostics, fault resolution, equipment installation, in addition to any associated IT administration. Due to the nature of our business, this role may require working from our sites as required.
In return, you will receive a competitive salary of £24,000 to £30,000 (depending on experience) and many other great benefits.
Plus here are a few other benefits we provide:
- Free parking
- £1.00 meal while on duty
- Referral programme
- Roadchef Discount Card discounts from 15% to 70% for you and your family at all Roadchef MSA
- Benefits website - comprehensive discounts available on many high street and online stores
- Early access to your earned wages via Wagestream
- Contributory pension after 3 months
- Access to Occupational Health support
- Mental First Aiders
- Employee Assistant program
- Great training and development opportunities including internal development programmes and a variety of Apprenticeship qualifications, subject to eligibility criteria.
Your responsibilities as an IT Support Analyst will include:
Participate in support rota and provide telephone and email support to end users during busy periods, aiming to provide a first time fix to all callers within agreed SLA’s.- Mentor junior team members.
- Provide advice to users on the use of IT equipment, data storage, printing and core applications where appropriate.
- Maintain IT configuration/asset records.
- Carry out analysis and document business/user requirements for new requests.
- Maintain good working relationships with third party suppliers.
- Procurement of IT consumables/equipment.
- Develop support skills in telephony/network/desktop/server technologies and cloud hosted services.
- Carry out any other IT administration related duties as issued by the IT Support Manager.
- Maintenance of Roadchef IT call queue and generic email address to ensure user requests and calls are dealt with in a timely manner.
- Assist in support of all Roadchef IT core services to include SAP, SQL, Kronos, Uniware, Google Apps, WAN, WLAN, LAN, Server, Desktop, Mobile Devices such as Smartphones and Tablets.
- Assist the IT Support Manager with project related tasks.
- Liaising with users regarding support of Hardware/Software/Telecommunications equipment; solving where possible or passing to other support partners where appropriate.
- Participate in out of hours support rota.
We would love you to have the following experience:
Strong experience with Group Policy, SCCM, MDT/WDS, Cisco switches and routers, Terminal Services technology, Cloud IT Services such as Azure, AWS and hosted desktops, Windows XP, 7, 10, Chrome OS, Windows Server, SQL, SAP, Microsoft Office, Gmail, Google apps suite, Active Directory, Laptops, Desktops, local/network Printers.- Excellent customer service skills are a must along with good problem solving skills.
- Completed formal IT training or self-trained with some commercial support experience.
- Ability to keep calm under pressure and deal with user requests in an appropriate manner.
- Ability to build relationships quickly and must be comfortable communicating at all levels
- Exposure to project planning/co-ordination.
Who are we?
Here at Roadchef Motorway Services we are proud of the brands we partner with and we believe they are the best in the UK today, McDonald’s, Costa, Leon, WHSmith, Spar, Days Inn, Cornish Bakery and our own Catering brands.
We are proud holders of the Gold - Investors in People status and recognised as one of the top 25 Best Big Companies to work for 2022. Our mission is to "De-stress" and "Delight" Britain's road users and our vision is to make Britain's roads a safer and happier place by elevating the mood of every road user.
At Roadchef we believe anyone from anywhere from any background is free to come and do their very best work. Equality, diversity and inclusion are values that are critical to our success: come and see for yourself.
