Epos Support Team Lead

3 months ago

York, United Kingdom Bestway Full time

_**We have a fantastic opportunity for an IT Support Team Lead to manage the 1st and 2nd line call allocations adjusting to meet the demands of the day.**_

The IT Team Lead role will be responsible for the efficient and effective operation of the EPoS service desk to ensure a consistently high standard of service is delivered to customers and that SLA’s are achieved.

Work collaboratively as part of the team of call handlers to support retailers with their EPoS solution covering all Support Desk duties for EPoS and all components of IT solutions linked to the system.

**Your main responsibilities**
- Provide professional guidance across both 1st line and 2nd line roles and coach retailers on the EPoS solution functionality
- Provide and analyse data from call logging and phone systems to monitor service desk performance and make changes as required
- Review and evolve standards and procedures to continuously improve service to retailers
- Review common calls and look for opportunities to reduce known issues with data to support impact vs benefits
- Monitor and actively review call queues, colleagues work tasks and assist the team as appropriate to deliver a good customer experience
- Support the team to effectively manage any challenges
- Provide ongoing coaching and guidance to the team including conducting regular 1:1’s and performance reviews to support both individual and team development and performance
- Liaise with Third Parties, i.e.: Maintenance, Hardware Suppliers and Software Suppliers
- Liaise with Tech lead and colleagues to support the development and implementation of innovation and new processes
- Emergency and out of hours support as required
- Schedule software deployments as required
- Carry out standard service desk duties including the management of support desk rota and annual holidays/time off

**About you**
- Experience of grocery retail systems from a technical perspective
- EPOS operations and support
- Excellent communication skills at all levels of the business and with customers
- Sound understanding of IT processes and technical skills in diagnostics
- Ability to effectively manage multiple demands
- Innovative problem solving
- Ability to work autonomously and collaboratively as part of a team
- Flexible and proactive approach

**What next?**

**Benefits**:

- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Work Location: Hybrid remote in York

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