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- Tasks: Support IT operations and enhance guest experiences at Thorpe Park.
- Company: Join Merlin Entertainments, a global leader in fun and unforgettable attractions.
- Benefits: Enjoy flexible working, generous holiday, discounts, and a Merlin Magic Pass for free entry to attractions.
- Why this job: Be part of a vibrant team dedicated to creating magical moments for guests worldwide.
- Qualifications: 2+ years in IT support, strong tech skills, and familiarity with service management platforms required.
- Other info: This is an entry-level full-time role with opportunities for growth in a dynamic environment.
The predicted salary is between 28800 - 42000 £ per year.
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 ROC Operations Analyst to join our Digital and Data department on a permanent basis. The role will be based at our Thorpe Park office, with a hybrid element for those looking for more flexibility.
Key Accountabilities- Service Delivery & Support
- Resolve incidents and service requests within SLA.
- Escalate complex issues promptly to relevant teams.
- Proactively monitor systems to prevent disruptions.
- Accurately document all technical activities.
- Operational Excellence
- Liaise with the Global Service Desk for seamless support.
- Ensure daily operations comply with Merlin Tech policies.
- Track and report KPIs to drive improvements.
- Stakeholder Engagement
- Provide high-quality support to internal teams.
- Communicate incident/request status clearly and promptly.
- Project Support
- Assist in delivering local IT projects in line with business goals.
- Support testing and deployment of systems and updates.
- Continuous Improvement
- Recommend service improvements and problem-solving initiatives.
- Engage in ongoing training to enhance technical skills.
- Minimum 2+ years of experience in IT support or a similar role.
- Strong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure.
- Familiarity with IT service management platforms, such as ServiceNow.
- ITIL Foundation certification or equivalent experience preferred.
- Experience in troubleshooting and resolving technical issues in a timely manner.
- Strong knowledge of IT systems and tools to resolve a wide range of technical issues.
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, 28/33 days’ holiday including bank holidays, a Merlin Magic Pass which gives you and your friends and family free admission to all of our attractions worldwide, an Enjoy the Ride pass which entitles you and 5 loved ones unlimited entry into your regional attractions, 25% discount in our retail shops and restaurants and 40% discount on LEGO, plus lots more!
Pay RangeCompetitive
Seniority levelEntry level
Employment typeFull-time
Job functionManagement and Manufacturing
IndustriesEntertainment Providers
ROC UK Operations Analyst - Thorpe Park employer: Merlin Entertainments
Contact Detail:
Merlin Entertainments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ROC UK Operations Analyst - Thorpe Park
✨Tip Number 1
Familiarise yourself with Merlin Entertainments' values and culture. Since they focus on fun and memorable experiences, showing your passion for the entertainment industry during any interactions can set you apart.
✨Tip Number 2
Network with current or former employees of Merlin Entertainments. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company and potentially lead to a referral.
✨Tip Number 3
Prepare to discuss your technical skills in detail, especially regarding IT systems and troubleshooting. Be ready to share specific examples of how you've resolved issues in previous roles, as this will demonstrate your capability.
✨Tip Number 4
Research the latest trends in IT support and service management. Being knowledgeable about current tools and practices, such as ServiceNow and ITIL, will show that you're proactive and committed to continuous improvement.
We think you need these skills to ace ROC UK Operations Analyst - Thorpe Park
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the ROC UK Operations Analyst position. Tailor your application to highlight relevant experience in IT support and operational excellence.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 2+ years of experience in IT support or similar roles. Mention specific examples of how you've resolved technical issues, monitored systems, and engaged with stakeholders.
Showcase Technical Skills: Make sure to detail your understanding of IT systems, including EUC and POS, as well as any familiarity with IT service management platforms like ServiceNow. If you have an ITIL Foundation certification, be sure to mention it.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for the role and the company. Use this opportunity to convey your enthusiasm for working in a fun and dynamic environment like Merlin Entertainments, and how you can contribute to their mission.
How to prepare for a job interview at Merlin Entertainments
✨Understand the Company Culture
Merlin Entertainments thrives on fun and creativity. Make sure to convey your passion for entertainment and how you can contribute to creating memorable experiences for guests.
✨Showcase Your Technical Skills
As a ROC UK Operations Analyst, you'll need a strong grasp of IT systems. Be prepared to discuss your experience with EUC, POS, and network infrastructure, and provide examples of how you've resolved technical issues in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific instances where you've successfully managed incidents or improved service delivery, and be ready to share these stories.
✨Highlight Your Teamwork and Communication Skills
Stakeholder engagement is key in this role. Be ready to discuss how you've effectively communicated with internal teams and provided high-quality support, ensuring everyone stays informed during incidents.
