We now have an exciting opportunity for a Helpdesk Analyst to provide 2nd / 3rdline service desk support to our customers assisting them with hardware and software problems via phone, email and in person within the organisation's EPoS environment. This includes installing, diagnosing, repairing, maintaining and upgrading all software and hardware (including but not limited to PC, terminals and printers) to ensure optimal performance. The 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 maintain an effective level of communication with all clients that require support on any IT issues, ensuring that all information affecting the use of IT systems is correctly communicated throughout and relevant internal / external parties are kept informed of any issues that need escalating.
Offering excellent and prompt customer service and representing the company in a professional and courteous manner. You will be required to heavily investigate customer's issues and provide diagnostics on a daily basis.
Ensuring customer's support issues are logged and recorded with a sufficient amount of detail