Retail Support Analyst

Location: Newcastle

Salary: £21,000

Job ID: 165604

NRG are currently recruiting for a Retail Support Analyst to join a well known client in the centre of Newcastle. The role offers the opportunity to work within a long established and stable company with excellent benefits.


This role is a 12 month fixed term contract with the possibility of going permanent.


Duties of the role include:


  • Monitoring of key systems and data and undertaking proactive planning

  • Ensuring the company’s end to end incident management process is followed

  • Understand the business, impact of all issues and strive to be proactive rather than reactive.

  • Reviewing daily, weekly and monthly statistics

  • Reporting and escalating issues where necessary to the Retail team and external suppliers

  • Maintaining an inventory of all scheme assets

  • Production of reports where necessary including identifying trends


Required Experience:


Core skills & competencies

  • Certified in ITIL Foundation (preferred)

  • Ability to communicate and engage with stakeholders both inside and outside of Go-Ahead

  • Robust problem-solving and analytical skills

  • Well developed written and verbal communication skills

  • Ability to prioritise workload and adapt to change

  • A self-starter with the ability to work on their own initiative

  • Innovative ideas to help improve the service

  • Drive and passion in meeting new people, internet and external of Go-Ahead

  • To understand the importance of ownership for all issues or tasks assigned


Expertise & knowledge

  • Experience working in an ITIL environment

  • Working with internal and external stakeholders

  • Knowledge of business process and understanding of technical solutions

  • Experience of working in a methodical manner

  • Must be attentive to detail



  • Advanced experience with Microsoft Excel

  • Knowledge of ITSO-compliant smart ticketing schemes

  • Will use O365 as part of the role