Help Desk Analyst -RETAIL Technology

ITLE : Help Desk Analyst -RETAIL Technology

LOCATION: High Wycombe in Buckinghamshire

Language needed: English. Additional languages are an asset

Salary : Total comp : £35,200 + 5 weeks holiday

(total comp is made up of a base salary of £32,000 + a £3,200 fixed bonus )

SECTOR: Retail

WORK FROM HOME: Partly wfh based role whilst there is Covid. But you must be within commuting distance from the office in High Wycombe.

Start date: asap

COMPANY DETAILS

Retail and food organisation with 50, 000 stores globally and your role will be to help store owners remotely and also in person where there is a problem with their POS technology. This is a very client centric role and will involve visiting stores and meeting with their owners as well as problem solving and resolving issues online and remotely. As such , this is a role which is also fun which is more than can be said about most tech analyst roles.

SHIFTS : You will need to be able to cover 8am-4pm or 9-5.30pm Monday -Friday on a rota system . You will need to cover 1 in 4 weekends on a rota basis (1 week in 3) to help with critical cover but this can be done remotely

DUTIES

• Deliver 2nd line support to all instore in technology
• Managing a queue of incidents approx. 50 a week to ensure they are fixed within agreed SLA
• Ensuring store owners are kept informed at all times
• Participate in the emergency out-of-hours evening on-call and weekend rotations
• Identify trends, investigate and resolve deep-seated underlying Technical problems
• POS Hardware, printer hardware and software support and maintenance
• Using / Supporting EPOS & general IT in a retail environment
• Willing to work outside of normal hours to ensure minimal disruption to business
• Travel to various locations around the UK if required
• Support transition of business projects in the Technical Support Team
• Balance incident volumes vs. key tasks and small projects.

REQUIREMENTS

• Excellent POS hardware knowledge to component level
• Good IT Systems and Networking knowledge
• Windows 7 & 10, Linux, Server 2008, 2012
• Networking – Security, TCP/IP, LAN/WAN
• EPOS, POS, EFT in a PCI DSS environment
• CCTV advantageous
• Retail knowledge & technology – EPOS systems, PCI, P2PE etc.