1st/2nd line support technician

An opportunity for a Helpdesk Analyst to provide 1st/2nd Line Service Desk 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:

1. Ensuring customers support issues are logged and recorded with a sufficient amount of detail
2. Ability to resolve support issues within a pressurised environment
3. Taking ownership of support calls through to resolution
4. Escalation of complex issues to 2nd and 3rd line support
5. Manage work queues and prioritise calls, re assigning work where and when necessary to ensure compliance with SLAs
6. Install, upgrade, support and troubleshoot in house applications
7. Install, upgrade, support and troubleshoot in house back office application
8. Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimise downtime
9.