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Responsibilities
1. Provide high-quality, timely support to retail, head office, and warehouse personnel in line with KPIs and SLAs.
2. Act as the first point of contact for retail support, including EPOS, Back Office, Tablets, and related infrastructure.
3. Build strong relationships with end users and IT team members.
4. Provide quick and effective resolution to incidents or service requests within internal SLAs.
5. Maintain the help desk, including incident management, faults, service levels, response times, trends, and resolutions.
6. Escalate incidents to the IT Service Desk Manager and other IT team members when necessary.
7. Support team activities such as scheduling, provisioning, and executing new EPOS/Back Office installations.
8. Supply, commission, upgrade, and configure hardware and software as directed by the IT Service Desk Manager.
9. Document and maintain settings and configurations.
10. Support internal compliance, including Software License Management, PCI Compliance, and Asset Management.
11. Follow company and IT policies and procedures, and contribute to setting standards for support services.
About you
1. Previous IT Support experience or an IT-related degree.
2. Customer service experience with the ability to build rapport easily.
3. Troubleshooting, diagnostic, or IT support skills.
4. UK Driver's license.
This job posting is active and currently accepting applications.
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