The Service Desk should be comprised of motivated and enthusiastic individuals. This is a great opportunity for someone with experience of working on an IT helpdesk/service desk and gain exposure to all areas of a tech company.
The Service Desk Analyst – 2nd Level plays a crucial role in supporting our customers. You will be the point of escalation for Customer Service Representatives that are unable to resolve customers experiencing technical issues. Furthermore, we support customers that use Acrelec for all levels of service, so you will be expected to pitch in and take all levels of tickets, and administrate, triage and manage them. You will be expected to work in a friendly and professional manner with all members of the Service Delivery Team.
You will be expected to perform initial diagnostics and troubleshooting for common problems, such as software installation issues, hardware and basic network connectivity problems. On the rare occasions you are unable to resolve an issue, you can escalate it to a Senior Service Desk Analyst or Subject Matter Expert for support and direction in resolving the issue in an efficient and customer focussed manner. You will maintain ownership and oversight of the ticket throughout its lifecycle through the incident management process.
You will be expected to keep customers informed about the status of their tickets and any planned changes or outages that might affect them. Some peer-to-peer training may also be required as your experience grows.
This is a fully office-based role (non-hybrid role), based in Hemel Hempstead. The Service Desk will operate between the hours of 06:00 – 23:00 daily, excluding Christmas day. You should be available for shifts within those times, 8.50 hours per day, 5 shifts per week, on a rota basis.
Key Responsibilities
· Point of escalation: Provide level 2 technical support to the Customer Service Representatives.
· Diagnosing and Resolving Issues: Providing advanced support for issues that cannot be resolved by Level 1 team or L1 issues where CSR are unavailable to do so.
· Daily Ticket Updates: Log and update all incidents daily.
· Third-Party Coordination: Collaborate with 1st line support teams for timely issue resolution as well 3rd party engineering teams and other departments. This includes creating estimates (sales), ordering parts (supply chain), requesting engineers (engineering) etc
· Escalation Management: Monitor progress and escalate issues as needed, adhering to SLAs and invoking escalation and major incident processes when required.
· Shift Work: Participate in shift patterns, including weekend work, to cover Service Desk operating hours.
· Technical Expertise: Maintain a deep understanding of Kiosk, EPOS, Payment technology and solutions to diagnose and resolve customer issues effectively.
· Knowledge Sharing: Develop and maintain troubleshooting tips and quick fix knowledge articles for designated customers and internal team members.
· Patch Management: May be involved in applying software updates, patches, and fixes to keep systems secure and up to date.
· Root Cause Analysis (RCA): Conduct RCA analysis to identify and prevent recurring issues.
· Process: Follow all documented processes and identify where processes are missing and create them as necessary.
Experience
· In excess of 2 years’ experience working on a Helpdesk / Service Desk or IT service industry.
· Experience with operating systems (Microsoft Windows) and commonly used software applications such as Microsoft Office 365, Outlook and Teams.
· Extensive experience in diagnosing and resolving technical issues related to hardware, software and networks.
· Hands-on experience with incident management processes and tools (e.g., Halo ITSM, TopDesk, ServiceNow, JIRA).
· Proven track record of delivering exceptional customer service and maintaining positive customer relationships.
Advanced Technical Expertise:
· Proficiency with advanced troubleshooting tools and techniques.
· Experience in conducting root cause analysis to prevent recurring issues.
· Ability to quickly learn and retain new information, including technical knowledge and processes.
Incident & Problem Management:
· Expertise in incident and problem management processes, including incident management & resolution, problem management and escalation management.
Customer Service & Communication Skills:
· Excellent written and verbal communication skills, with the ability to engage with customers and stakeholders at all levels.
· Experience in managing customer expectations and ensuring a high level of customer satisfaction.
· Strong communication skills, with the ability to explain technical issues in a clear and understandable manner to non-technical users.
Time Management and Prioritisation:
· Exceptional time management skills, with the ability to handle multiple high-priority tasks simultaneously.
· Proven ability to prioritise work effectively and meet deadlines in a fast-paced environment.
· Ability to handle and prioritise multiple tickets, ensuring timely resolution and proper documentation.
Other Qualities:
Team-focused, friendly, polite, patient, professional, enthusiastic, keen to learn, can-do attitude, calm, mild-mannered, customer-focused, see-it do-it approach, confident, organized, common sense / sensible.
· ITIL Certification
· Previous experience of QSR / Retail solutions
· Familiar with POS / EPOS / Payment systems
· Previous experience of working in an evolving technology business
Pay: From £27,000.00 per year
Benefits:
- Company pension
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking
- Referral programme
Application question(s):
- Do you require Visa Sponsorship now or in the near future?
- Do you have ITIL certification/qualification?
- Do you have any EPOS or QSR experience?
- What ticketing systems have you used previously?
- Do you drive and own your own vehicle?
Experience:
- Help desk or Service desk: 2 years (preferred)
- Customer Service: 2 years (preferred)
- IT Technical : 3 years (preferred)
Work Location: In person
