IT & Application Support Analyst Job at Butlin's (Hemel Hempstead)

Job Description

We require a skilled IT & Application Support Analyst to join our IT team. This role will be responsible for the configuration, administration, and support of key business systems, such as Seaware (Oracle database backend), Microsoft Intune and other Microsoft Office products, escalating complex infrastructure and support issues to 3rd Parties. The role combines hands-on technical support with scripting, testing, and data interrogation to ensure smooth operation of business-critical tools and services. It is central to ensuring our IT systems operate securely, efficiently, and in line with business needs.

Job Responsibility

Configuration, administration, and support of key business systems, such as Seaware (Oracle database backend), Microsoft Intune and other Microsoft Office products, escalating complex infrastructure and support issues to 3rd Parties
Participation in out-of-hours support or major incident response where required
Act as the first point of contact for IT incidents and service requests
Diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security
Deliver a high standard of customer service, ensuring updates and resolutions are communicated promptly and effectively
Administer and support the Seaware platform, ensuring its reliable operation and integration with other business systems
Support the configuration and monitoring of Microsoft Intune for device enrolment, compliance, and security enforcement
Streamlining workflows and enhancing efficiency
Support the administration of Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive
Carry out routine Active Directory tasks such as account creation, password resets, and group membership management
Manage software deployments and device management via InTune /SCCM and provide support for patching or compliance issues
Provide user-level support for security tools such as Mimecast (email security) and Zscaler (web filtering)
Carry out basic checks and support tasks within VMware environments, escalating to senior engineers and/or 3rd parties, where necessary
Proactively monitor system health, performance, and security across all supported platforms
Create and maintain documentation, configuration records, and standard operating procedures
Provide timely and detailed reporting on system status, incidents, and compliance metrics
Work closely with business stakeholders to understand needs and provide appropriate IT support or recommendations
Support IT projects, upgrades, and migrations by contributing first-line expertise and user-focused feedback
Identify recurring issues and contribute to continuous improvement initiatives
Work tickets to SLA, keeping stakeholders informed
Create/run playbooks and knowledge articles
contribute to change/problem management
Track and report on KPIs (ticket volumes, SLA compliance, device compliance, patch compliance)
Participate in change and problem management processes, ensuring smooth communication to end-users
Support training and onboarding of new starters, ensuring a positive IT experience from day one

Requirements

Experience working in a customer-focused IT support or systems administration role within a medium to large organisation
Based in Hemel Hempstead, with the flexibility to travel to and stay on Resorts, if/when required to support business operations
Able to adapt working hours with reasonable notice to meet operational and project demands
Comfortable operating in a fast-paced environment with competing priorities and shifting deadlines
Confident engaging with and managing third-party suppliers and service partners
Strong background in providing technical support across multiple channels (e.g. phone, email, ticketing systems)
Proven ability to diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security
Demonstrated commitment to delivering high levels of customer satisfaction through clear communication and timely updates
Experience working to defined SLAs and contributing to a positive end-user IT experience
Proven experience querying and analysing system data using SQL (Oracle preferred) to support reporting, troubleshooting, and business insight
Experience testing system changes or enhancements to ensure they are fit for purpose prior to release
Ability to document test outcomes and support structured testing approaches
Experience collaborating with business or support teams to enable system improvements and innovations
Strong working knowledge of Microsoft 365 administration, including user accounts, licensing, and group permissions
Experience supporting core collaboration tools such as Outlook, Teams, SharePoint, and OneDrive
Familiarity with common identity, access, and authentication issues, including MFA and sign-in troubleshooting
Experience escalating complex platform issues appropriately to senior engineers or third-party providers
Practical experience supporting device enrolment and compliance within Microsoft Intune
Understanding of common device compliance requirements such as encryption, antivirus, and conditional access
Experience supporting application deployments, connectivity (WiFi/VPN), and basic remote device actions
Ability to recognise and escalate persistent or complex device management issues
Experience administering user identities within Active Directory (on-premises and Azure AD)
Understanding of account lifecycle management, security group structures, and access control
Familiarity with basic identity troubleshooting and awareness of directory synchronisation concepts
Working knowledge of PowerShell for automation, reporting, and operational efficiency
Ability to maintain and enhance scripts to support monitoring, alerting, and process improvement
Basic networking knowledge to support user connectivity and troubleshoot network issues
Understanding of common networking concepts such as IP addressing, TCP/IP, DNS, DHCP, LAN/WAN

Nice to have

Reservation/Booking System experience - Requirements gathering from various business stakeholders
Experience applying business requirements to deliver system based outcomes (e.g. through the creation of logic based rules)
Maintain brochure and promotional pricing structures, as well as other business rules
Endpoint Management (SCCM/MECM) – exposure to patching, compliance reporting, or co-management
Security Tools – familiarity with Mimecast (email security) or Zscaler (web filtering)

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IT & Application Support Analyst

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