|Job Ref:||204651674||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||Buckinghamshire||City:||High Wycombe||Address:||Post Code:||HP11||Salary:||£25000 - £30000/annum||Post Date:||08/10/2016 04:07|
My client is a non-profit making organisation created and owned by a major food retail chain that enables franchisees to benefit from purchasing and supplying product in large volume. They are currently hiring for a 2nd Line Helpdesk Support Analyst position to work with their sister operations in the US and APAC to assist with taking a small pilot in the UK and turning it into a 'global' 24*7 support model.|
This will involve supporting the Franchises with Windows based POS systems, printers, Wi-Fi routers and basic networking. The 2nd Line Helpdesk Support worker will be working within a retail support environment and is responsible for logging and resolving all incidents on the Helpdesk call logging system accurately and in a timely manner.
? A friendly and personable personality with a real "can-do" attitude.
? A good and willing communicator who enjoys being on the phone.
? A team player who is technically minded, the type of person who values the customer experience as being as important as fixing the problem in the first place.
? To be proactive in establishing a support desk function to customers
? Liaising with internal and external support teams
? Providing the customer with a go-to person who will use initiative, experience and all resources to find a solution to a given issue relating to their store
? Co-ordinate and report on the relevant investigative feedback and responses
The candidate must have:
? Technical support expertise form an IT environment
? Previous experience of providing telephone, remote, e-mail support
? Worked within the retail sector - POS Software/ Hardware Support experience at 2nd line (3rd line is advantageous)
? Technical experience including MS Windows XP/7, MS Office, printer setup & configuration
? Basic network support experience, PC, laptop
? Experience of working as part of an IT Support Team
? Engaging communication skills with the ability to make decisions/ act on own initiative
? 2nd line support on retail store systems and peripheral equipment ? hardware and software
? Level 3 support exposure is desirable
? Ability to speak another European language is desirable but not essential
It would be desirable if the successful candidate also had experience of trouble shooting or installing and configuring CCTV software and hardware
In addition to the usual hours of work, 9 am till 5.30 pm, the Support Team will provide a standby service from 8 am until 8 pm weekdays, and as required over the weekend. Each consultant is required to provide cover ? evenings and weekends ? initially 1 week in 2/3.
Location: High Wycombe
Start Date: ASAP
Salary: up to £30K
Job Ref: 21321