Service Desk Analyst

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.

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