Helpdesk Analyst

Overview
The Helpdesk Analyst provides a single point of contact for clients to receive support and maintenance within the organisation's EPoS environment. This includes installing, diagnosing, repairing, maintaining and upgrading all software and hardware (includingbut not limited to PC, terminals and printers) to ensure optimal performance. The Helpdesk Analyst will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide assistance where required.

**You will be required to provide weekend support for this role so a flexible approach is a must**. In return, we offer a competitive benefits package which includes life assurance, private medical cover, income protection, company pension and25 days annual leave, as well as additional flexible benefits to suit your lifestyle and enhance your well-being.

**Responsibilities**:
Desktop Support
- Install, upgrade, support and troubleshoot EPoS Applications hosted on Windows platform
- Ensure EPoS computers interconnect seamlessly
- Troubleshooting network connectivity in a LAN/WAN environment
- Requesting and coordinating vendor support
- Assisting client with queries relating to stock package
- Install, upgrade, support and troubleshooting for printers, EPoS hardware and any other authorised peripheral equipment
- Customize EPoS software to meet user specifications and venue standards
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client that has authorised access to the network
- Performs general preventative maintenance tasks on EPoS systems as required

Operational
- Run the Helpdesk and delegate/mentor the Helpdesk team on a regular basis.
- Possession of advanced troubleshooting skills
- User account administration, i.e. account creation and management and password resets on the EPoS system
- Use diagnostic tools to troubleshoot problems associated with network connectivity and EPoS hardware/software
- Familiarise clients on basic EPoS software, hardware and peripheral device operation
- Take ownership and responsibility of queries, issues and problems assigned to the Helpdesk Analyst
- Works with vendor support contacts to resolve technical issues within the EPoS environment
- Works with other team members regarding new builds and upgrades
- Allocates field service resources and/or other resources where required
- Dealing with queries by following departmental procedures for fault resolution
- Operates within, enforces, and suggests modifications and additions to EPoS standards and guidelines
- Maintains and updates all records in the CRM system

**Requirements**:
What You'll Need
Technical Expertise
- Routers, switches and firewall experience.
- TCP/IP- Excellent knowledge of computer hardware, software and networking, understanding technical IT issues and advising and recommending based on this understanding

Personal Skills
- Self-confidence and interpersonal skills
- Good communication (both verbal and written) skills
- Strong listening skills
- Ability to articulate technical language into everyday language
- A calm and professional approach when dealing with all client situations
- Analytical and problem-solving skills
- Planning and organising skills
- Able to operate effectively in a team environment with both technical and non-technical team members
- Able to operate with mínimal supervision
- Able to manage time effectively, set priorities appropriately, schedule calls
- Self-motivated, proactive and enthusiastic