Job Description

Our mission

Travelodge’s mission is to be the UK’s favourite hotel for value.

With more than a million visits every week to our website and more than eighteen million customers a year, the use of technology is critical to both our customer offer and our low-cost operations.

The mission within IT is to ensure innovative technology drives the business forward, through the development of the company’s customer-facing and internal technology applications.


The job in a nutshell


As a Senior EUC Support Analyst, you will act as the primary point of contact for all technical escalations from both internal and external customers. You will act as the primary liaison for all VIP/Executive Level Support queries. You will manage and schedule all activities relating to EUC New Hotel provisioning. You will manage the daily allocation of tickets from the ITSM system and ensure SLAs are adhered to.


Ideally, you will have at least 5 years experience in a similar support role and be able to prioritise and own support issues through to resolution. 

The EUC Support team ensures all users within Travelodge are able to work effectively and efficiently responding appropriately to requests for assistance in relation to:


  • Hotel and Head Office (Support Centre) end user devices (laptops, desktops, printers, mobiles and tablets)



The role requires a mix of hands on technical skills as well as strong interpersonal and customer management skills.

What you’ll be doing


  • Managing all escalations from the EUC and/or Senior IT Service Manager

  • Managing all support requests from 3rd Party Vendors

  • Prioritisation of VIP/Executive Level Support tickets

  • Maintaining integrity of the data within our MDM tool (SOTI)

  • Taking ownership of all Pre-Stage activities for new hotels

  • Managing the daily allocation of ITSM support tickets

  • Providing a responsive and friendly service at all times

  • Resolving technical problems, using a methodological & detailed approach to problem solving

  • Delivering excellent service to our internal customers

  • Break-fix support and new request fulfillment

  • Coordination of third party suppliers who maintain, supply and support the Infrastructure estate (network, server and end-user compute)

  • Work with the broader IT team and business to improve hardware build and fix process

  • Adhere to all service management processes and provide feedback / improvement ideas



What we’ll expect from you


To succeed in the role, you’ll be passionate about EUC and be able to manage the incident management queue as well as help define ways to improve the EUC services we provide to the business.

The following technical and soft skills are essential for this role:

  • Strong experience of support in the following:

  • Desktop management / support (Windows 7 and above)

  • Microsoft Office

  • Google G Suite Enterprise

  • Opera experience (preferred but not essential)

  • SOTI MDM

  • Android tablets

  • Android smartphones

  • Apple iOS smartphones

  • Printers/MFDs including ‘follow me’ printing solutions

  • ITIL v3 certified (at least)

  • Able to work on own initiative

  • Self-motivated and multi-tasker

  • Good communicator

  • Customer focused

  • Good written and oral communication skills displaying confidence, assertiveness and professionalism

  • A ‘can do’ attitude 

  • Good organisational skills, with strong attention to detail and accuracy

Travelodge Traits

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:


I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others


I pay attention to detail 

  • I do the little things that make a difference to our customers 

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own


I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge


What you can expect from us 


Culture 


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.


Reward and recognition 


It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.


Career and development 


We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.


 


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