IT Support Analyst

**IT Support Analyst**
Location: Malaysia

The Group Technology team at Merlin Entertainments is like a well-oiled machine, keeping all of our attractions running smoothly. We're a dynamic and diverse group of tech wizards, who are passionate about all things digital. From developing cutting-edge software to maintaining our network infrastructure, we're the ones behind the scenes making sure everything runs like clockwork.
We're not just tech-savvy, but also creative and innovative.

We're always on the lookout for new ways to enhance the guest experience, whether that be through developing new mobile apps or creating interactive attractions. And when things don't go as planned, we're the ones who jump into action to fix any hiccups. So, if you're a tech-lover looking for a challenging and exciting role, come join the Group Technology team at Merlin Entertainments and help us make magic happen

We're looking for a talented and proactive **IT Support Analyst** to join our team based at our Merlin Magic Making hub in Johor, Malaysia. You will work with the wider Technology team to provide first class technical support to Merlin offices and attractions.

**About the Role...**

As an **IT Support Analyst**, you will play a crucial role in delivering first-class technical support to our offices and attractions, ensuring operational excellence and customer satisfaction. This is an exciting opportunity to be part of a global organisation and contribute to the continuous improvement of our IT services.

You will play a vital part in promoting a sense of teamwork among technical staff members and fostering a collaborative work environment. You will act as the single point of contact for IT requests and incidents, ensuring that the Global Service Desk is utilised effectively. Furthermore, you will contribute to the continuous improvement of IT services by adhering to established OLAs/SLAs and approving the acceptance of new systems and services into production. Flexibility and the willingness to support other sites and locations as needed are essential for success in this role. Key Objectives include:

- Identify and fix IT related incidents, problems and requests to agreed standards / SLA’s using ServiceNow.
- Represent Merlin Digital, delivering first class technology services to all staff based within Merlin attractions.
- Work with other IT Support Teams and the IT support Manager 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 with IT Services
- Single point of ownership for effective provision of systems and services to customers
- Ensure appropriate OLAs/SLAs are met in all IT services

**About You...**
- POS Support skills
- First line support experience and escalation procedures
- Ability to work in a fast-paced environment
- Ability to articulate technical situations in a clear manner
- Attention to detail
- Able to travel when required and work outside of normal working hours
- ServiceNow experience
- Good verbal and written communication skills with the ability to build interpersonal relationships with stakeholders
- ITIL Foundation advantageous

**The 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 can quickly become even better (our magic can help here).

**Everyone Matters at Merlin.**

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

LI-ML2