This position is no longer open for applications

The EPOS Helpdesk is an independent section whose function is to provide a dedicated service to our client stores in the U.K. The Helpdesk Support Analyst will provide the first line of support for all aspects of the in-store EPOS system - hardware, software, communications, data integrity, and store procedures. The in-store EPOS system covers the following subject areas - Stock Control, Timesheets/Personnel, Cash Management.

Main Duties and Responsibilities:

1. Maintain a Call Log for all calls placed on the Help Desk by Stores, Warehouses and Head Office.

2. Answer Store, Area/Regional Manager or Head Office Department queries on all aspects of the EPOS system and procedural issues ensuring a prompt response in line with internal S.L.A`s and Company Procedures.

3. Identify the source of system problems, both hardware and software, using Remote Tools to gain access to the in-store system. Fixes may be applied without reference but, where necessary, queries must be referred to the IT Operations Team or IT Development Team.

4. When necessary refer software/system problems to the IT Development team but provide as much detail as possible to identify and speed resolution of the problem whilst keeping the Team members informed

5. Diagnose and send out replacement hardware as and when required via a courier service or DC transport

6. Refurb and repair hardware coming back from closed stores to be used again

7. Maintaining the Asset Kit Log

8. Configure and Support Desktop/Laptop users as and when required

5. Log call with external maintenance company or telecoms provider where necessary and subsequently monitor the situation to ensure that the problem is resolved within the terms of the contract or instigate escalation procedures.

6. Ensure that calls are referred, where necessary, to other appropriate Head Office departments for resolution through IT Management. Also ensure that a prompt response is made to the store concerned.

7. Provide telephone support from the Help Desk for our clients stores over weekends and Bank Holidays on a rota basis.

8. Ensure Communications between Head Office and the stores operates correctly on a daily basis. Take appropriate action on failures when required.

9. Ensure that all data received from stores is processed correctly. Ensure any data errors, reported on the various error logs, are promptly corrected or highlighted to the appropriate IT Team members.

10. Ensure the sales data received from stores balances to the reported weekly takings and correct imbalances where appropriate.

11. Monitor the processing of Head Office price changes and promotions to ensure that details are received in store in sufficient time to be actioned.

12. Set up, install and test all relevant hardware and software for New Store Back Office Systems. Ensure that all equipment is forwarded to the installation engineers by the agreed date and a full system test is carried out after installation.

13. Administer all till/back office system installations, removals and relocations ensuring the necessary authorisation is obtained prior to work commencing. Liaise with all parties involved ensuring the work is successfully completed.

14. Assist in quality assurance testing of new Back Office, Till and HHT software releases.

15. Provide out of hour’s technical support for stores, via mobile phone where required

16. Produce Weekly Help Desk reports as and when required.

17. Maintain the Company Reporting structure on Head Office systems as required.

18. Ensure that all relevant reports are filed for future reference.

19. Highlight training requirements for individual stores/personnel through telephone queries to the Help Desk. Communicate these to line management.

20. Keep the IT Team aware of issues arising.

21. Perform other duties as and when necessary related to fulfilling the main duties and responsibilities above.

Hours of Work

In order to fulfil the above role it will be necessary to work on a rota basis to provide EPOS Help Desk support every day of the year except Christmas Day. The standard working hours of this role are 40hrs over 7 days on a rota basis.

You may occasionally be required to work additional hours in the event of holidays/sick and take time back in the form of paid leave agreed with line manager

Reference ID: HDSALEI