Job Title : Helpdesk Support Analyst Full Time
The EPOS Helpdesk is an independent section whose function is to provide a dedicated service to Poundstretcher 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 :
Maintain a Call Log for all calls placed on the Help Desk by Stores, Warehouses and Head Office.
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.
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.
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
Diagnose and send out replacement hardware as and when required via a courier service or DC transport
Refurb and repair hardware coming back from closed stores to be used again
Maintaining the Asset Kit Log
Configure and Support Desktop / Laptop users as and when required
Log call with external maintenance company or telecomms 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.
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.
Provide telephone support from the Help Desk for the Poundstretcher stores over weekends and Bank Holidays on a rota basis.
Ensure Communications between Head Office and the stores operates correctly on a daily basis. Take appropriate action on failures when required.
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.
Ensure the sales data received from stores balances to the reported weekly takings and correct imbalances where appropriate.
Monitor the processing of Head Office price changes and promotions to ensure that details are received in store in sufficient time to be actioned.
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.
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.
Assist in quality assurance testing of new Back Office, Till and HHT software releases.
Provide out of hour’s technical support for stores, via mobile phone where required
Produce Weekly Help Desk reports as and when required.
Maintain the Company Reporting structure on Head Office systems as required.
Ensure that all relevant reports are filed for future reference.
Highlight training requirements for individual stores / personnel through telephone queries to the Help Desk. Communicate these to line management.
Keep the IT Team aware of issues arising.
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
The position will report to the IT Operations Management
Established in 1981 Poundstretcher is a leading variety discount retailer for quality food, toiletries, garden essentials, and home-ware brands.
Offering over 5,000 products at some of the lowest prices on the high street, Poundstretcher stores provide shoppers with an incredible selection of value for money items.
With over 400 stores nationwide across our brands, Poundstretcher stocks a huge selection of great value products at competitive prices, including cleaning supplies, kitchenware, bedding, bathroom products, furniture, electric goods, children’s toys, and so much more.
We even have a wide selection of pet care products within our Pet Hut section.
For money-conscious grocery shoppers, Poundstretcher also offers great value prices on everyday big brand items such as food, toiletries, and household goods, along with a great range of fantastic seasonal goods.
With Poundstretcher, you can be confident that you are getting the best deals, making your budget go further without sacrificing on quality or style.
Employing over 6000 people nationwide across the brand's chain of outlets, Poundstretcher aims to offer great customer service and a quality selection of products at all of our stores across the UK.
Leading Discount Retailer
Employing over 6000 People
400 Stores Nationwide
Help DeskTechnical SupportHelp Desk SupportManagementInstallations (Manual / Mechanical)Testing