Helpdesk 2nd Line Support

Helpdesk Analyst

£23000

Milton Keynes

Overview

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.

Duties and Responsibilities

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 stockpackage 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 requiredGeneral

Develops sound understanding of EPoS operations and related applications as well as business relatedprocesses 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 ofsupport
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 thescope 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 Experience/Knowledge and Skills

Technical Expertise

Excellent technical 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
Windows XP, Windows 7, Windows 2000/2003/2008 experience
Routers, switches and firewall experience.
TCP/IP
Knowledge of all software applications used within the organisation
Able to operate within the client’s standard operating procedures

Due to the high volumes of applications we are currently receiving, unfortunately we are only able to contact candidates who are successful in progressing to the next stage. If you have not been contacted within 7 days of your application, then please presume that you have not been successful on this occasion.