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European Independent Purchasing Company Limited
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High Wycombe, Buckinghamshire
2nd Line TechNet Support Analyst
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Job Type: Full-time |
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Overview
About us IPC Europe Limited is a non-profit making organisation. We are owned by Franchisees of world’s largest and fastest growing submarine sandwich franchise. Today we manage contracts as well as the purchasing and supply of specified and approved food, packaging, equipment and business solutions. We also provide a range of services and technology solutions. IPC Europe is a collaborative, friendly and high performing organisation where initiative is encouraged and appreciated together with a 'can do’ attitude. The Role We have an exciting opportunity for a proactive, team spirited individual to join IPC Europe as a 2nd Line Technical Support Analyst. The main overview of the role is to provide excellent customer service through the Helpdesk to support the Franchisees and store staff of SUBWAY®. This role will support the Franchisees across the UK and Europe. This role would suit someone who has previous 2nd line support experience in a multi-site / head office environment, who possesses a hands-on approach with the ability to think laterally to resolve issues and problems. The successful candidate will have the ability to operate effectively within a flexible, fast-paced, small business environment. Tasks at a glance • Deliver 2nd line support to all instore in technology for Subway franchisee and cross functional work with Subway in the US as part of the Technical Support team 08:00 - 20:00 (7 days a week). • Managing a queue of incidents approx. 50 a week to ensure they are fixed within agreed SLA • Ensuring all Subway franchisee expectations are set, communications ongoing and customer satisfaction levels maintained. • Participate in the emergency out-of-hours evening on-call and weekend rotations • Provide proactive monitoring of Subway Estate • Identify trends, investigate and resolve deep-seated underlying Technical problems Location We are based in High Wycombe, with superb public transport links, walking distance to the Bus and Train Stations, we also provide onsite parking for staff. What we offer in return • Competitive salary and benefits package • Fun, friendly open working environment • Excellent training and development programme • Opportunities for career development