The Role
The IT & Application Support Analyst manages configurations and supports business systems, ensures effective end-user support, monitors system performance and facilitates IT projects while delivering excellent customer service and maintaining security compliance.
Summary Generated by Built In
We require a skilled IT & Application Support Analyst to join our IT team.
This role will be responsible for the configuration, administration, and support of key business systems, such as Seaware (Oracle database backend), Microsoft Intune and other Microsoft Office products, escalating complex infrastructure and support issues to 3rd Parties.
The role combines hands-on technical support with scripting, testing, and data interrogation to ensure smooth operation of business-critical tools and services.
It is central to ensuring our IT systems operate securely, efficiently, and in line with business needs.
Participation in out-of-hours support or major incident response where required:
End-User Support
- Act as the first point of contact for IT incidents and service requests.
- Diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security.
- Deliver a high standard of customer service, ensuring updates and resolutions are communicated promptly and effectively.
System Configuration & Support
- Administer and support the Seaware platform, ensuring its reliable operation and integration with other business systems.
- Support the configuration and monitoring of Microsoft Intune for device enrolment, compliance, and security enforcement.
- Streamlining workflows and enhancing efficiency.
Enterprise Platform Administration
- Support the administration of Microsoft 365 services including Outlook, Teams, SharePoint, and OneDrive.
- Carry out routine Active Directory tasks such as account creation, password resets, and group membership management.
- Manage software deployments and device management via InTune /SCCM and provide support for patching or compliance issues.
- Provide user-level support for security tools such as Mimecast (email security) and Zscaler (web filtering).
- Carry out basic checks and support tasks within VMware environments, escalating to senior engineers and/or 3rd parties, where necessary
Monitoring & Reporting
- Proactively monitor system health, performance, and security across all supported platforms.
- Create and maintain documentation, configuration records, and standard operating procedures.
- Provide timely and detailed reporting on system status, incidents, and compliance metrics.
Collaboration & Continuous Improvement
- Work closely with business stakeholders to understand needs and provide appropriate IT support or recommendations.
- Support IT projects, upgrades, and migrations by contributing first-line expertise and user-focused feedback.
- Identify recurring issues and contribute to continuous improvement initiatives.
Common Responsibilities Across All Areas
- Work tickets to SLA, keeping stakeholders informed.
- Create/run playbooks and knowledge articles; contribute to change/problem management.
- Track and report on KPIs (ticket volumes, SLA compliance, device compliance, patch compliance)
- Participate in change and problem management processes, ensuring smooth communication to end-users.
- Support training and onboarding of new starters, ensuring a positive IT experience from day one
KPIs
Success in this role will be measured by:
- System Reliability & Performance: Maintaining high availability of core systems, such as the reservations and other mission critical systems, with minimal downtime.
- Service Delivery: Achieving agreed service-level targets for incident resolution and delivering a consistently high level of end-user satisfaction.
- Security & Compliance: Ensuring all devices and systems remain compliant with security and regulatory standards.
- Process Improvement & Innovation: Delivering measurable improvements in efficiency and automation through proactive system enhancements.
- Knowledge Management: Contributing to a culture of continuous improvement through the creation and maintenance of support documentation and user training materials.
About You
General
- Experience working in a customer-focused IT support or systems administration role within a medium to large organisation.
- Based in Hemel Hempstead, with the flexibility to travel to and stay on Resorts, if/when required to support business operations.
- Able to adapt working hours with reasonable notice to meet operational and project demands.
- Comfortable operating in a fast-paced environment with competing priorities and shifting deadlines.
- Confident engaging with and managing third-party suppliers and service partners.
End-User Support & Service Delivery
- Strong background in providing technical support across multiple channels (e.g. phone, email, ticketing systems).
- Proven ability to diagnose and resolve common issues relating to user accounts, devices, applications, connectivity, and security.
- Demonstrated commitment to delivering high levels of customer satisfaction through clear communication and timely updates.
- Experience working to defined SLAs and contributing to a positive end-user IT experience.
Querying, Analysis & System Testing
- Proven experience querying and analysing system data using SQL (Oracle preferred) to support reporting, troubleshooting, and business insight.
- Experience testing system changes or enhancements to ensure they are fit for purpose prior to release.
- Ability to document test outcomes and support structured testing approaches.
- Experience collaborating with business or support teams to enable system improvements and innovations.
Microsoft 365 & Collaboration Platforms
- Strong working knowledge of Microsoft 365 administration, including user accounts, licensing, and group permissions.
- Experience supporting core collaboration tools such as Outlook, Teams, SharePoint, and OneDrive.
- Familiarity with common identity, access, and authentication issues, including MFA and sign-in troubleshooting.
- Experience escalating complex platform issues appropriately to senior engineers or third-party providers.
Intune & Device Management
- Practical experience supporting device enrolment and compliance within Microsoft Intune.
- Understanding of common device compliance requirements such as encryption, antivirus, and conditional access.
- Experience supporting application deployments, connectivity (WiFi/VPN), and basic remote device actions.
- Ability to recognise and escalate persistent or complex device management issues.
Identity & Directory Services
- Experience administering user identities within Active Directory (on-premises and Azure AD).
- Understanding of account lifecycle management, security group structures, and access control.
- Familiarity with basic identity troubleshooting and awareness of directory synchronisation concepts.
Automation & Scripting
- Working knowledge of PowerShell for automation, reporting, and operational efficiency.
- Ability to maintain and enhance scripts to support monitoring, alerting, and process improvement
Networking
- Basic networking knowledge to support user connectivity and troubleshoot network issues.
- Understanding of common networking concepts such as IP addressing, TCP/IP, DNS, DHCP, LAN/WAN.
Desired / Advantageous
- Reservation/Booking System experience - Requirements gathering from various business stakeholders.
- Experience applying business requirements to deliver system based outcomes (e.g. through the creation of logic based rules)
- Maintain brochure and promotional pricing structures, as well as other business rules.
- Endpoint Management (SCCM/MECM) – exposure to patching, compliance reporting, or co-management
- Security Tools – familiarity with Mimecast (email security) or Zscaler (web filtering).
About
Did you know Billy Butlin was the first person to introduce dodgems to the UK? That's right, 'fun' is in our DNA, and we've been delighting guests for almost 90 years. Ask any of our team, past and present, and one of the best things they'll say about working at Butlin's is our culture.As The Home of Entertainment, we pull out all the stops to provide our guests with an 'Altogether More Entertaining and Fun Break', from all-action family holidays to adult-only Big Weekenders, brought to life through our three mighty values. So, if you're looking for a role where you can Create Smiles, where you aren't afraid to Get Stuck In and where the team genuinely Care For Each Other, we think you'll fit right in!
Skills Required
- Experience working in a customer-focused IT support or systems administration role.
- Strong background in providing technical support across multiple channels.
- Proven experience querying and analysing system data using SQL.
- Strong working knowledge of Microsoft 365 administration.
- Practical experience supporting device enrolment and compliance within Microsoft Intune.
- Experience administering user identities within Active Directory.
- Working knowledge of PowerShell for automation.
- Basic networking knowledge to support user connectivity.
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The Company
What We Do
Butlin's is a prominent British holiday company established in 1936, renowned for providing family-focused seaside holidays and short breaks. Operating three major resorts in Minehead, Skegness, and Bognor Regis, the company offers a wide range of entertainment, activities, and accommodation options. With over 4,000 employees, Butlin's is dedicated to creating memorable experiences for millions of guests, maintaining its legacy as a leader in the UK staycation market.
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