1st Line Support – Customer Service

Customer Service Helpdesk Support

£21,600 Bury St Edmunds

This role will be working shifts – Monday to Sunday 4 days on 3 days off  on the following combination: 08.00 – 18.00, 10.00 – 20.00 & 09.00 – 17.00 hrs

We are looking for confident communication skills and the ability to pick up basic technical information although full training will be provided.

A career opportunity has arisen for an EPoS Helpdesk Administrator. This role is part of a small team reporting to the Support Supervisor. This role would be an ideal introduction for an individual who interested in pursuing a career in IT with a highly sought after employer.

Problem solving is a key requirement of this role and a proactive approach will be required to investigate the root causes of any issues and implement solutions, with the successful candidate demonstrating a good eye for detail and a willingness to learn. The role also includes first line support to all house systems including. The successful candidate will ensure escalations are appropriately dealt with if issues are a high priority or not being dealt with in a timely manner. The role will also be working closely with the EPoS Data team and assisting where required, designing and building system menus, overlays and promotions.

The ideal candidate would be of graduate level or equivalent and have a good sense of urgency and flexibility with the ability to prioritise their own workload.

Key Tasks

Assist in the delivery of daily reporting as directed by the EPoS Helpdesk Supervisor.

Responsible for 1st line data fixes

Logging all incoming calls into helpdesk software

Ensuring all escalations are appropriately dealt through to completion.

Ownership of all house issues, liaising with other IT functions for resolution.

Assistance in daily EPoS communications and validation checks.

Responding appropriately to telephone calls

Additional projects as agreed with the helpdesk supervisor

Pre-requisite Skills Required:

Proficient in current MS Windows platforms.

Intermediate level – MS Office

Excellent Telephony Skills

Good organisation skills and time management

Understanding of Network connectivity

Preferential Skills

Knowledge of Aztec EPoS System or Previous 1st Line Support

Personal Profile:

This role requires a person who

Has a positive “can do” attitude.

Is customer focussed

Is a self-motivated team player

Has an effective communication skill set

Is always looking at the impact of changes on the site users

Exemplary team player

Ability to understand customer needs

Flexible and ambitious to progress

This role includes weekend work on and shift work to cover the 8am to 8pm opening.

If you are interested in applying for this position, please send a copy of your curriculum vitae, together with a covering letter detailing your relevant skills and experience. This role is being recruited by the Bury St Edmunds branch.