An opportunity for a Helpdesk Analyst to provide 1st/2nd Line Service De sk support to customers assisting them with hardware and software problems. This will include installing, diagnosing, repairing, maintaining and upgrading all software and hardware to ensure optimal performance. You will troubleshoot problem areas, either in person, by telephone or remote access to provide resolution. Responsibilities: Ensuring customers support issues are logged and recorded with a sufficient amount of detail Ability to resolve support issues within a pressurised environment Taking ownership of support calls through to resolution Escalation of complex issues to 2nd and 3rd line support Manage work queues and prioritise calls, re assigning work where and when necessary to ensure compliance with SLAs Install, upgrade, support and troubleshoot in house applications Install, upgrade, support and troubleshoot in house back office application Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimise downtime Troubleshooting network connectivity in a LAN/WAN environment Install, upgrade, support and troubleshoot EPoS hardware Troubleshoot communication between back office application and EPoS application Skills Required: Understanding of Server/Client setups Understanding of TCP/IP Networking principles for troubleshooting Experience of using VNC and other remote access tools Excellent technical knowledge of PCs and desktop hardware Experience of Microsoft SQL Server Experience of Windows Operating Systems Experience of Microsoft Services and Web Services Knowledge of routers and switches, as well as firewalls TCP/IP experience Central Fareham, in office, Monday to Friday 37.5 hours per week and an Out of Hours on Call Rota once fully trained