The Helpdesk Analyst provides a single point of contact for clients to receive support and maintenance 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.

System/Application/Network Support
Install, upgrade, support and troubleshoot EPoS Applications hosted on Windows platform
Ensure EPoS computers interconnect seamlessly
Diagnose and quickly resolve a wide range of EPoS, Windows applications and networking problems to help minimize downtime
Troubleshooting network connectivity in a LAN/WAN environment
Requesting and coordinating vendor support
Assisting client with queries relating to stock package Desktop Support
Install, upgrade, support and troubleshooting for printers, EPoS hardware and any other authorised peripheral equipment
Customize EPoS software to meet user specifications and venue standards
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client that has authorised access to the network
Performs general preventative maintenance tasks on EPoS systems as required Operational
Dealing with hardware and application support queries and issues reported to the support desk
User account administration, i.e. account creation and management and password resets on the EPoS system
Use diagnostic tools to troubleshoot problems associated with network connectivity and EPoS hardware/software
Familiarise clients on basic EPoS software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Helpdesk Analyst
Works with vendor support contacts to resolve technical issues within the EPoS environment
Works with other team members regarding new builds and upgrades
Allocates field service resources and/or other resources where required
Dealing with queries by following departmental procedures for fault resolution
Operates within, enforces, and suggests modifications and additions to EPoS standards and guidelines
Maintains and updates all records in the ticketing system General
Develops sound understanding of EPoS operations and related applications as well as business related processes and procedures
Develops technical knowledge of each system within the company profile and specialised knowledge of certain nominated areas
Maintains adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Identifies trends by monitoring and analysing incoming calls, problems and support requests. When the restoration is beyond the scope of the Helpdesk Analyst, the Helpdesk Analyst will escalate the issue/problem to the Helpdesk Supervisor or Helpdesk Manager
Any other duties which may be required and deemed appropriate to the level of the role Technical Expertise
Knowledge of PCs and desktop hardware
Working technical knowledge of current protocols, operating systems and standards
Ability to operate tools, components and peripheral accessories
Ability to solve Software and Hardware problems
All Windows OS platforms including Server
Routers, switches and firewall experience.
Knowledge of all software applications used within the organisation
Able to operate within the client’s standard operating procedures Personal Skills
Self-confidence and interpersonal skills
Good communication (both verbal and written) skills
Strong listening skills
Ability to articulate technical language into everyday language
A calm and professional approach when dealing with all client situations
Analytical and problem solving skills
Planning and organising skills
Able to operate effectively in a team environment with both technical and non-technical team members
Able to operate with minimal supervision
Able to manage time effectively, set priorities appropriately, schedule calls
Self-motivated, proactive and enthusiastic
Professional image and smart appearance Qualifications
GCSE level or equivalent including English and Math Start: Immediate
**Location:**Milton Keynes, Buckinghamshire
**Hours:**Mon to Fri Full Time
**Salary:**£16,500 to £18,000 If you are interested in this position, feel you have the relevant experience and skills and would like to apply, please call our team on (phone number removed) or apply online. Whilst we’d love to get back to every applicant, it is not always possible, so if you haven’t heard from us within 3-5 days, please note that your application has not been successful on this occasion. Aspire Cambridge is acting as an Employment Agency in regards to this Permanent opportunity

Source link