Junior Helpdesk Analyst

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.

 

Reporting to

 Technical Manager

 

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

  • 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
  • All Windows OS platforms including Server
  • 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

 

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 Maths

 

How to apply?

To apply for this position, please email deon.adriaans@tissl.co.uk including an up-to-date copy of your Curriculum Vitae and a covering letter.