ROC UK Operations Analyst

Location: THORPE PARK Resort, KT16 8PN

Hours: 40 hours per week Mon - Sun 

Contract: Permanent - Salaried

Applications Close: 31st October 

An exciting opportunity has arisen for a ROC Operations Analyst to play a key role in delivering first-class digital and data service support. This role is ideal for someone with strong technical expertise, problem-solving skills, and a passion for providing exceptional service.

As an ROC Operations Analyst, you will be the first point of contact for technical support, ensuring operational continuity across your assigned area. You’ll manage service requests, resolve technical incidents, and contribute to IT projects that enhance business performance.

This role will be focused on supporting the needs of Thorpe Park and will require the right person to be based onsite.

Responsibilities:

• Responding to and resolving technical incidents and service requests within agreed service levels
• Escalating complex issues to the ROC Team Manager or relevant technical teams to ensure prompt resolution
• Proactively monitoring IT systems, identifying and addressing potential issues before they impact operations
• Maintaining accurate documentation of incidents, service requests, and resolutions in the IT service management system
• Acting as a local liaison with the Global Service Desk, ensuring continuity of service
• Ensuring compliance with IT policies and procedures in daily operations
• Tracking key performance metrics to support continuous improvement initiatives
• Providing clear and timely updates to stakeholders on incident progress and resolutions
• Assisting with local IT projects, including testing and deploying new systems and applications
• Identifying opportunities for service improvement and sharing recommendations with the ROC Team Manager

• Proven experience supporting technology in a service-related industry (retail, hospitality)
• Ability to analyse and resolve infrastructure related issues with network, OS and application
• Fundamental knowledge of networking, Windows OS and retail systems
• Good interpersonal skills, ability to communicate with stakeholders and technologists in the wider team

• ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service
• 28 days holiday (including bank holidays)
• Company bonus
• Private pension scheme
• 40% discount online off LEGO
• 25% discount in our on-site retail shops and restaurants
• Ongoing training and development opportunities
• Plus, many more…

This role is a full-time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required.

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.