Helpdesk Analyst

£20k - 25k per year + Exc Bens
04 Oct 2016
01 Nov 2016
J1479 - JB
Jason Beddow
Contract Type
Full Time

1st/2nd Line Helpdesk Analyst

My client, a well-established software solutions organisation is looking for a 1st/2nd Line Support Technician to join a very friendly, expanding team. My client has a 30 year history working within the hospitality, retail and catering sectors with some of the UK’s largest & most-recognizable brands.

As a result of both continued expansion and the continued development of a product portfolio, an opportunity has arisen for a Support Technician to join the Support Team.  The Helpdesk Analyst will provide 1st/2nd line service desk support to customers. You will assist them with hardware and software problems via phone, email and in person within the organisation's EPoS environment.

Skills Required/Duties:

  • Experience in Installing, repairing, diagnosing, maintaining and upgrading all Software and Hardware.
  • Troubleshooting technical issues within a prompt timeframe.
  • Install, upgrade, support and troubleshoot in house EPoS Application.
  • Taking ownership of support calls until a satisfactory resolution is reached.
  • Escalation of complex issues to 2nd and 3rd line support.
  • Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimize downtime.
  • Troubleshooting network connectivity in a LAN/WAN environment.
  • Install, upgrade, support and troubleshoot EPoS hardware such as printers, cash drawers, and line displays.
  • Participation in on-call rota for weekend and bank holiday support.

Desirable Technical Skills:

  • Sound understanding of EPoS operations as well as business related processes and procedures
  • Understanding of Server/Client setups
  • Understanding of TCP/IP Networking principles for troubleshooting purpose
  • Experience in using VNC and other remote access tools
  • Excellent technical knowledge of PCs and desktop hardware
  • Experience of Microsoft SQL Server
  • Experience of all Windows Operating Systems
  • Experience of Microsoft Services and Web Services
  • Knowledge of routers and switches, as well as firewalls
  • TCP/IP Experience