IT Support Analyst - Prezzo - IT Support

Woodford Green
27 Jun 2018
25 Jul 2018
Prezzo - IT Support
Job Type
Full Time
Role Description:

The IT Support Analyst will provide front-line primary technical support to Restaurants and Head Office users on various technical issues and problems relating to hardware, software. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members or Suppliers.


• Provide exceptional customer service in person, via phone and email as appropriate
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and tracking changes
• Resolve help desk issues including troubleshooting hardware and software issues
• Escalation of unresolved calls to the Internal or external resources, and management of external suppliers to resolve these issues
• Perform daily, weekly, monthly user administration duties
• Installing and configuring hardware including Laptop, Desktop and Tablet builds
• Communicating with restaurants and head office users
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Responsibility for programming requests for Epos system and testing of these programs
• Responsibility for the coordination of the IT elements of new site openings
• Working with project managers to take new software or hardware items into Business as usual support
• Any other business deemed necessary by the IT Service Delivery Manager
• Out of hours support on a rota basis covering evenings and weekends. The support analyst will carry a support phone and take only emergency escalation calls from Operations Managers

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