IT Business Support Technician
Job Description
Job Description
About Pret
Pret is an international on-the-go food and drink retailer founded in 1986. Our purpose is to make every day a little bit brighter, through organic coffee, freshly prepared food, and exceptional customer service to millions of people. Pret runs hundreds of shops across the UK, France, USA, and Hong Kong, with additional shops run by franchise partners around the world.
Pret is transforming from a bricks-and-mortar focused retailer to a truly customer-centric digital business with a leading consumer brand that aims to stand for more than just ‘freshly made, healthy food, to go’. We’re aiming to better understand our customers and their preferences, so now is an exciting time to join us!
The Role
This role reports into the IT Business Support Manager and will provide support for the shop, operational, transformation, IT support teams, and franchise partners by providing technical support, implementation support and best practice advice with regards to IT systems and retail technology. The Pret IT function requires a proactive, process and system driven team to drive forward business development, system implementation, and market growth, through ensuring the shops ability have and use functional technology solutions. Working with internal stakeholders such as operational teams, IT teams, Finance and other Central Functions, as part of a fast-paced dynamic team, the Business Support Officers will be responsible for ensuring the end users are consistently working to the best practice standards for our technology solutions and providing support and training as required to assist and support shop teams.
You will be required to work closely with numerous stakeholder’s (both equity and franchise) up to director level and liaise with multiple departments within Pret to help drive business objectives and company growth across a range of projects.
Outside of Pret, you will also be required to work with suppliers regarding any technology, system, processes, or changes that impact our shops and their customers.
You will be required to liaise with our system providers to review support levels and any on-going issues / concerns as well as coordinate project and implementation plans for new shop openings as required.
Responsibilities
- Responsible for delivering system support & change projects in the shop network.
- Provide hands on support in shop to resolve technology outages and team support requirements
- Support shop teams in adopting and realizing benefits for any new technology deployed
- Managing change and encourage adoption of processes and systems within the shop network.
- Contribute to and follow project plans and working with IT Program and Delivery teams to ensure successful delivery of change projects
- Provide confident and helpful training to shop and support team members on Pret systems and technology as needed
- You will demonstrate strong business partnering skills at all levels of seniority
- Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems in shops
- Maintaining contact with internal and external stakeholders, managing expectations and establishing good working relationships to ensure engagement and buy-in for technology solutions and support requirements.
- Have an in-depth understanding of the nature of the business to be a Subject Matter Expert (SME) on our operational processes and the systems that support them.
- Adapting our support solutions as needed to meet the requirements of the business.
- Planning and delivering system training, lesson plans and training methods to end users.
- The role may be required to participate in out of hours project work from time-to-time as the business need arises.
- The role will be required to participate in an ‘on-call’ rota as part of the core support team and this will be on a rotating basis that covers out of hours and may need to travel to other business locations.
- Frequent travel to customer sites to assist in project rollouts and deployment .
Skills and Experience
- Dynamic, confident and natural communicator with an inspiring quality
- Confident trainer and support person
- Strong customer-service orientation and ‘customer first’ mindset
- Poses excellent stakeholder engagement skills, written and verbal
- Ability to positively influence stakeholders to ensure successful delivery of a project outcomes.
- Excellent listening and interpersonal skills
- Logical and efficient in troubleshooting and use of analytical skills
- Solid understanding of customer service principles and practices
- Experience in working in a team-oriented, collaborative environment
- Strong and demonstrable IT skills, particularly within the retail technology space. Typically network troubleshooting, including working with other teams to resolve as well as basic Till, Pin Entry Device, Kitchen Display Screen troubleshooting.
- You will have some basic hardware knowledge and software skills in the common Microsoft Office apps.
- Very strong organizational and time management skills, able to demonstrate the ability to work to deadlines while working in a high-pressure environment
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Keen attention to detail
- Ability to produce high quality process/training documentation
- Ability to work on your own without the need for constant supervision
Requirements
- Must have work authorization in the US and not require sponsorship.
- Ability to participate in out-of-hours project work as needed.
- Willingness to be part of an on-call rotation for core support, including out-of-hours coverage.
- Ability to travel to other business locations as required.
- Frequent travel to customer sites for project rollouts and deployments.
- Fluent in speaking and writing English.
- Minimum of 3 years of work experience.
- Bachelor's degree or higher in Computer Science, Information Technology, Information Systems, Computer Engineering or similar.
- Occassional domestic travel.