i4 Recruitment
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Helpdesk Analyst

1st/2nd Line Helpdesk Analyst

My client, a well-established software solutions organisation is looking for a 1st/2nd Line Support Technician to join a very friendly, expanding team.

My client has a 30 year history working within the hospitality, retail and catering sectors with some of the UK’s largest & most-recognizable brands.

As a result of both continued expansion and the continued development of a product portfolio, an opportunity has arisen for a Support Technician to join the Support Team.  The Helpdesk Analyst will provide 1st/2nd line service desk support to customers.

You will assist them with hardware and software problems via phone, email and in person within the organisation's EPoS environment.

Skills Required/Duties:


  • Experience in Installing, repairing, diagnosing, maintaining and upgrading all Software and Hardware.
  • Troubleshooting technical issues within a prompt timeframe.
  • Install, upgrade, support and troubleshoot in house EPoS Application.
  • Taking ownership of support calls until a satisfactory resolution is reached.
  • Escalation of complex issues to 2nd and 3rd line support.
  • Diagnose and quickly resolve a wide range of EPoS, Windows, and networking problems to help minimize downtime.
  • Troubleshooting network connectivity in a LAN/WAN environment.
  • Install, upgrade, support and troubleshoot EPoS hardware such as printers, cash drawers, and line displays.
  • Participation in on-call rota for weekend and bank holiday support.

Desirable Technical Skills:


  • Sound understanding of EPoS operations as well as business related processes and procedures
  • Understanding of Server/Client setups
  • Understanding of TCP/IP Networking principles for troubleshooting purpose
  • Experience in using VNC and other remote access tools
  • Excellent technical knowledge of PCs and desktop hardware
  • Experience of Microsoft SQL Server
  • Experience of all Windows Operating Systems
  • Experience of Microsoft Services and Web Services
  • Knowledge of routers and switches, as well as firewalls
  • TCP/IP Experience


  • Start: Flexible
  • Duration: Full time, Permanent
  • Rate: £20k - 25k per year + Exc Bens
  • Location: Hampshire, Fareham, Portsmouth, Southampton
  • Type: Permanent
  • Industry: IT
  • Recruiter: i4 Recruitment
  • Contact: Jason Beddow
  • Tel: 01603 415100
  • Email: to view click here
  • Reference: J1479 - JB
  • Posted: 2016-10-04 13:31:12 -

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