Job Description:
Are you a quick thinker with a passion for problem solving? If you're as excited about IT as you are about dealing with people, you could be just what we're looking for at Pinnaca. A position has opened up for a Line 1 IT Support Analyst as well as having parts to play in project delivery. You will be providing remote and on-site support and services to high-end luxury retailers. We're known for our excellent customer service, and your ability to build rapport with our clients ensures your success in this role. As a natural problem solver and methodical thinker, you'll resolve issues quickly and efficiently as well as have parts to play in delivering projects. You'll prepare systems for deployment and log support calls via our in-house ticketing system. You'll be closely involved in our exciting projects such as store openings, email migrations, network setup plus many more.
No two days at Pinnaca are exactly the same, and your ability to build rapport with our diverse range of customers will ensure success in this role. You might work with a well-known apparel brand on one call, then support a high-end jeweler or a dental practive client the next. Our customers range from footwear to fashion and more, making this position an exciting and challenging one that requires you to think on your feet. You'll support each customer according to their unique needs, offering a tailor made solution that suits their business. You'll be quick, efficient and personable, We're looking for someone who is motivated, loves taking initiative and finding fresh new ways to solve problems. As a real team player, you'll report directly to our Service Desk Co-Ordinator ensuring that all issues are communicated effectively across all levels. Experience with Retail Pro, IT, EPOS & Stock Management solutions will get our attention.
Desired Skills, Qualifications & Experience
All round IT specialist with at least 1 years hands on experience providing helpdesk support and project delivery
Understanding of Windows 10, 11, Server 2008, 2012,2018, 2019 & Azure Environments
Understanding of Service Desk Practices (ITIL preferable)
Server Management such as patch management, Active Directory, Group Policy
Knowledge of MS 365
Knowledge of MS Office Products (Strong skills with Excel)
Understanding of POS systems
Experience working with helpdesk ticketing systems (Connectwise)
Experience
Experience in working in an IT Service Desk
Duties & Responsibilities
Going through all support tickets in Connectwise and ensuring they are being attended to.
Ensuring SLA's are meet
Ensuring you are inputting a minimum of 5 hours worth of billable time entries daily in Connectwise (daily)
Being part of the afterhours support rota
Learn and become certified in Retail Pro 9 Series
Learn and become certified in Retail Pro Prism within the first 6 months
Provide support & Implementation services to our clients
Learn other Retail Solutions we provide to provide support and implementations services
Onsite break fix call outs from time to time
Onsite installation work
In house build, preparation and testing of systems that are part of projects, one-off jobs or hardware support
To follow our processes and procedures whilst working on our helpdesk working environment
Provide support on Microsoft operating systems, including Windows Server 2008, 2012, 2018, and Windows 7 & 10,11
Provide support to those using Microsoft Office applications
Answer incoming calls, log them in Connectwise
Jump into and help any of the teams within your department if and when required
Manage and monitor the support mailboxes
Resolve helpdesk line 1 issues
Escalate tickets if you are unable to resolve them
Manage your emails and reply to emails you receive within the same day
Provide excellent customer focus and ability to build rapport
Work unsupervised and manage assigned workload and priorities
Proactively research alternatives and solutions to issues and take action.
Review reports that come in from Connectwise and give your input on patterns and trends
Take part in helpdesk meetings and staff meetings
Resolve all client's technical issues promptly and effectively ensuring high first-time fix rate
Keep clients informed of incident progress, notifying them of impending changes or agreed outages
To ensure configurations, contact information and assets are kept up to date in real time
Prioritize and manage multiple tickets at any one time based on priority
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Ensure high customer service, perception and satisfaction
Ensure a good working relationship and rapport with other staff members
Job Types: Full-time, Permanent
Benefits:
Casual dress
Company events
Company pension
On-site parking
Referral programme
Experience:
MSP: 1 year (required)
Licence/Certification:
MS-900 (required)
AZ-900 (required)
Work authorisation:
United Kingdom (required)
Work Location: In person