Service Desk Analyst

Connexa; Hemel Hempstead; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Support Analyst to lead technical support in a vibrant retail environment. This role is pivotal in managing EPOS, POS systems, and digital displays, ensuring seamless operations while mentoring a dedicated team. You will be at the forefront of troubleshooting complex issues and driving improvements in support processes. With a competitive salary and a comprehensive benefits package, this opportunity offers a dynamic work environment where your expertise will be valued. If you are passionate about technology and leadership, this is the perfect role for you.

Benefits

Competitive Salary

Comprehensive Benefits Package

Career Advancement Opportunities

Exposure to Cutting-Edge Technologies

Qualifications

• Extensive experience in IT support within retail or hospitality sectors.
• Deep knowledge of EPOS, POS systems, and digital signage technologies.

Responsibilities

• Lead troubleshooting and resolution of complex technical issues.
• Mentor junior team members and manage escalations effectively.

Skills

Technical Support

Problem-Solving

Communication Skills

Mentoring

Analytical Skills

Education

Relevant IT Certifications

Bachelor's Degree in IT or related field

Tools

EPOS Systems

POS Systems

Digital Displays

Windows Operating Systems

Networking Tools

Job description

Service Desk Analyst

About the Role
Are you a seasoned IT professional with expertise in retail and hospitality technologies? Our client is looking for a Senior Support Analyst to take the lead in managing and supporting a wide array of technical systems, including EPOS, POS, kiosks, digital displays, and more.

This is a pivotal role where you will act as the escalation point for complex technical issues, working closely with a team to deliver exceptional support and ensure seamless operations. Based onsite in Hemel Hempstead, you'll be at the heart of a fast-paced environment that values your expertise and leadership.

Key Responsibilities

1. Serve as a subject matter expert for EPOS, POS systems, kiosks, digital signage, and other retail and hospitality technologies.
2. Lead the troubleshooting and resolution of complex hardware, software, and network issues.
3. Mentor and guide junior team members, fostering knowledge sharing and skill development.
4. Manage escalations and work closely with vendors and partners to resolve high-priority issues.
5. Oversee system updates, maintenance schedules, and the deployment of new technologies.
6. Analyze recurring issues and recommend proactive solutions to enhance system reliability.
7. Document resolutions and provide strategic insights to improve support processes.

What We're Looking For

1. Extensive experience in a support role, with a strong background in retail or hospitality IT environments.
2. Deep technical knowledge of EPOS, POS systems, kiosks, and digital displays.
3. Proficient in Windows operating systems, networking, and device configuration.
4. Strong analytical and problem-solving skills with a proactive approach to challenges.
5. Excellent communication skills and the ability to work effectively under pressure.
6. Leadership qualities with the ability to mentor and develop team members.
7. Flexibility to work onsite in Hemel Hempstead, 5 days a week.

What We Offer

1. A competitive salary and comprehensive benefits package.
2. The opportunity to lead and influence the technical support function.
3. Exposure to cutting-edge technologies in a dynamic and rewarding environment.
4. Clear pathways for career advancement and professional development.