Systems & Requests Analyst (Apprentice)

This vacancy is now closed


Employer Description:

Are you our missing ingredient?

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.
We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

Vacancy Description:

To be responsible for the Service Department’s Health, Environment and Image support strategy for Customer PCs. Their role will be to ensure that all planned re-imaging is completed with a high level of accuracy and in the most efficient manner. You will ensure that all Customer reimage documentation is kept up to date and in the relevant location/Knowledge Base, provide expert knowledge internally and to customers with regards to their Zonal PC environment. You utilise remote support tools (LogMeIn, Bomgar, RDP) & Microsoft tools to perform diagnosis, automation of tasks and fixes.

  • Carry out customer re-images and pc health checks as required
  • Manage the HEAT Service Request list covering all booked jobs generated by and for the Service Department and ensure all work is carried out in a timely manner in line with KPI’s and SLA’s
  • Assist on planned work projects and any other ad-hoc work as required, to improve efficiency and productivity
  • Track hotfix deployment by Upgrades Team and ensure image documentation is updated
  • Ensure that HC Trainer is kept informed of any changes to process to enable accurate training to be delivered
  • Work closely with Project Services to ensure that images are thoroughly tested
  • Ensure that HEAT is kept up to date and all work is logged accurately
  • Continual learning to keep up to date with new software or hardware releases – including non-Zonal software related to the imaging process such as Microsoft OS patch and update releases, PowerShell and other automation technology, standard kit and PC component drivers
  • Escalate any technical issues to Management and Team Leaders where necessary

Desirable Skills:

  • Can demonstrate an understanding of Windows PC performance management and troubleshooting
  • Excellent analytical skills with the ability to trace and resolve technically complex problems.
  • Good technical knowledge specifically relating to PCs with some network knowledge

Personal Qualities:

  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Customer service: understanding of customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions

Desired Qualifications:

  • IT or Microsoft related qualifications (such as HNC/HND)

Future Prospects:

  • A full time, permanent position after the apprenticeship

Important Information

“QA’s apprenticeship programmes may be funded in part by the European Union through the European Social Fund, which supports the development of employment opportunities and a skilled workforce.”

For more information about QA Apprenticeships, please visit our website. Note: This advert may close early if a suitable candidate is found before the advertised close date is reached.