IT Support Analyst

What you'll bring to the team

A job with Merlin isn't like a job anywhere else. With attractions around the world, from rollercoasters to wax figures, we don't trade in suits, handshakes or briefcases. We trade in fun. In smiles, shrieks and spine-tingles. In Memories. In magic. But there are no tricks behind our magic. Instead, there are people like you. Passionate, dedicated people who are committed to making sure our worldwide attractions and guests' experiences are the best they can be.

Due to continuing growth and development of Merlin's attractions and brands on a global scale, we are looking for a IT Support Analyst to join our Technology department on a full time basis. The role will be based at our Chessington office, with a hybrid element for those looking for more flexibility.

MAIN RESPONSIBILITIES

• Demonstrate good knowledge and technical understanding of all Merlin Attractions and Offices.
• Demonstrate good knowledge of all Merlin IT Systems and Services.
• Ensure technical documentation is up to date and fit for purpose.
• Provide first class IT Support & Service Delivery to Merlin Staff.
• Promote a sense of 'Team Operations' and demonstrate a collective working environment across all Technical Staff.
• Ensure the Global Service Desk is being used as a 'Single Point of Contact' for all IT requests and incidents.
• Act as a point of escalation for major incidents.
• Assist with the coordination and resolution of major incidents.
• Work with the wider Merlin IT Department to develop and improve the IT Service delivered to the Merlin Business.
• Champion and promote Service Improvement on an on-going basis to continually improve quality and user satisfaction within IT Operations.
• Ensure appropriate OLAs/SLAs are established and adhered to.
• Approve acceptance into production of new systems and services.
• Ensure adherence to Group IT policy and procedure.
• Support at other sites and locations as necessary.

Qualifications & Experience

• Good desktop, Hardware and Application support skills.
• Good knowledge of operating systems. (Windows, MacOS, Android, iOS)
• POS Support skills.
• Service Now experience.
• Escalation procedures.
• Ability to work in a fast-paced environment.
• Ability to articulate technical situations in a clear manner.
• Attention to detail (Ticket information)
• Based at Chessington World Of Adventures but traveling when required between Thorpe Park, LEGOLAND Windsor & Chessington World of Adventures along with visits to our corporate office at Basingstoke.
• Able to work outside of normal working hours when required.

Benefits

We're growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects - ideal if you're already fantastic and want to become even better (our magic can help here). Benefits include Pension, Life Assurance, discretionary company bonus, 25 days' holiday and, of course, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, as well as 25% discount in our retail shops and restaurants and 40% discount on LEGO.

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [email protected] and one of the team will get back to you as soon as possible.

Pay Range