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Summary
IT Support Analyst
Salary Up to £25000 / Year
Plus Bonus
Schedule Full Time
Experience Minimum 2 years of experience
Location 8 Johnston Rd, Woodford, Woodford Green IG8 0XA, UK

IT Support Analyst


Description
Prezzo Group Holdings are a leading branded restaurant company with a portfolio of over 300 quality restaurants within the UK and Ireland. Prezzo incorporates 4 other brands as well as our Italian casual dining chain, these are Chimichanga Tex-Mex, Cleaver, Caffe Uno and our new brand, MEXIco.

At Prezzo Group Holdings we believe that the most important asset to any successful business is great people. We work hard to attract people that are friendly, positive, energetic team players.

We are looking for a IT Support Analyst to join our growing team.

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.


Key responsibilities:

• 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
• Out of hours’ support on a rota basis covering evenings 5pm – 11pm and weekends 10am – 11pm. The support analyst will carry a support phone and take only emergency escalation calls from operations managers.

Requirements:

Experience and Technical Skills

• Experience of recording and solving application and Hardware support issues from customers, prioritising requests, implementing and communicating timely solutions.
• Strong experience and working knowledge of Microsoft Windows and Server
• Strong experience and working knowledge of Microsoft Office 365, Active Directory and Exchange (experience of and working knowledge of SharePoint would be a bonus)
• Strong experience and working knowledge of general IT infrastructure (hardware, databases, operating systems, local area networks etc)
• Familiar with help desk procedures and change management processes.
• Advanced printer / peripheral device troubleshooting
• Experience working with Fourth Hospitality (Desirable)
• Experience working with Comtrex Enterprise/EPOS system (Desirable)

Interpersonal Skills

• Analytical thinking - acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
• Attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
• Information acquisition - well developed analytical and problem solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
• Customer focus - understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
• Oral and written expression - communicating effectively by word of mouth and in writing.
• Strong time management responsibility and project management skills
• Good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff.
Prezzo Group Holdings are a leading branded restaurant company with a portfolio of over 300 quality restaurants within the UK and Ireland. Prezzo incorporates 4 other brands as well as our Italian casual dining chain, these are Chimichanga Tex-Mex, Cleaver, Caffe Uno and our new brand, MEXIco.

At Prezzo Group Holdings we believe that the most important asset to any successful business is great people. We work hard to attract people that are friendly, positive, energetic team players.

We are looking for a IT Support Analyst to join our growing team.

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.


Key responsibilities:

• 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
• Out of hours’ support on a rota basis covering evenings 5pm – 11pm and weekends 10am – 11pm. The support analyst will carry a support phone and take only emergency escalation calls from operations managers.

Requirements:

Experience and Technical Skills

• Experience of recording and solving application and Hardware support issues from customers, prioritising requests, implementing and communicating timely solutions.
• Strong experience and working knowledge of Microsoft Windows and Server
• Strong experience and working knowledge of Microsoft Office 365, Active Directory and Exchange (experience of and working knowledge of SharePoint would be a bonus)
• Strong experience and working knowledge of general IT infrastructure (hardware, databases, operating systems, local area networks etc)
• Familiar with help desk procedures and change management processes.
• Advanced printer / peripheral device troubleshooting
• Experience working with Fourth Hospitality (Desirable)
• Experience working with Comtrex Enterprise/EPOS system (Desirable)

Interpersonal Skills

• Analytical thinking - acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
• Attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
• Information acquisition - well developed analytical and problem solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
• Customer focus - understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
• Oral and written expression - communicating effectively by word of mouth and in writing.
• Strong time management responsibility and project management skills
• Good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff.

Details
Salary Up to £25000 / Year
Plus Bonus
Schedule Full Time
Experience Minimum 2 years of experience
Location 8 Johnston Rd, Woodford, Woodford Green IG8 0XA, UK

Skills
Information Technology
By applying you confirm you have these skills.

expired job post

8 Johnston Rd, Woodford, Woodford Green IG8 0XA, UK