1st / 2nd Line Support Technician
Part Time Finance & Office Administrator

2x 1st / 2nd Line Support Technician

We now have an exciting opportunity for a Helpdesk Analyst to provide 1st/2nd line service desk support to our customers assisting them with hardware and software problems via phone, email and in person within the organisation’s EPoS environment. This includes installing, diagnosing, repairing, maintaining and upgrading all software and hardware (including but not limited to PC, terminals and printers) to ensure optimal performance. The Analyst will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide assistance where required.

You will be required to maintain an effective level of communication with all clients that require support on any IT issues, ensuring that all information affecting the use of IT systems is correctly communicated throughout and relevant internal / external parties are kept informed of any issues that need escalating.

Offering excellent and prompt customer service and representing the company in a professional and courteous manner. You will be required to heavily investigate customer’s issues and provide diagnostics on a daily basis.

  • Ensuring customer’s support issues are logged and recorded with a sufficient amount of detail
  • Ability to resolve support issues within a pressurised environment
  • Taking ownership of support calls until a satisfactory resolution is reached
  • Escalation of complex issues to 2nd and 3rd line support
  • Manage work queues and prioritise calls, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Install, upgrade, support and troubleshoot in house EPoS Application
  • Install, upgrade, support and troubleshoot in house back office application
  • 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
  • Troubleshoot communication between back office application and EPoS application
  • Participation in on-call rota for weekend and bank holiday support.

Desirable Soft Skills:

  • A minimum of 1-2 years’ experience in an IT support role is desirable
  • A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
  • Ability to work to and meet deadlines

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

If the role sounds of interest and you are enthusiastic about delivering a good IT support service to users, please apply for immediate consideration with a full CV and indication of your salary expectations to jenna.lamonby@datasym.co.uk

Fareham, Hampshire
37.5 Hours per week – Mon to Fri
BUPA & Pension after successful probationary period.

Part Time Finance & Office Administrator
(3 Days  – Mon, Tues & Wed)

Datasym are looking for a Part Time Finance & Office Administrator part time to provide Finance (both sales and purchase ledger) and Office admin support to the business as a part of a job share.

The position will be mainly responsible for:

  • Full credit control within payment terms
  • Ensuring all orders are logged and processed
  • General office administration including answering main line telephone calls and post / deliveries
  • Licence generation, renewal and supply (training given)
  • Opportunity to take on more responsibility

The position will also be required to cover:

  • Invoicing
  • Payroll assistance
  • Liaising with Finance Director and Accountants
  • Banking cheques and payments
  • Report creation as requested.
  • Resolving any financial issues with clients or suppliers.
  • Responsible for petty cash and staff credit cards.
  • Ensuring all orders are logged and processed
  • Making payments
  • Direct Debits
  • Office Administration
  • Licence generation

The candidate must have:

  • Finance & credit control experience
  • Sage Line 50 Experience
  • Experience of Office Administration
  • A methodical and organised work ethic
  • Ability to keep information confidential
  • Basic understanding of IT
  • Good experience of Microsoft Excel
  • High level of accuracy and able to meet deadlines
  • Ability to manage own time
  • Excellent communication and customer service skills
  • Desire to learn and ability to pick things up quickly
  • Professional telephone manner
  • Can do attitude

Finance – 40%

  • This is a daily task but it is hard to give a time line on this.  Some invoices have very few products on but some renewals invoices such as Hardacre have numerous customers listed on one invoice.  I have had a rough count up and the daily invoices raised are between about 6 – 9 and then on the 20th of each month we have the direct debit invoices which there are about 66 invoices.  Once invoices are raised the details have to be updated on support desk.
  • Updating invoice details on incidents and support desk
  • Petty Cash
  • Once payment has been received the incidents and support desk needs to be updated with payment details. This job always takes a back seat until I have got any catch up time.
  • Marking off supplier invoices against their statement and then chasing up any invoices we do not have on our system.
  • Advance notice letters for direct debits
  • Adding the supplier invoice number on the incident.

Office – 40%

  • Milk
  • Post
  • Main Line Calls
  • Courier
  • Stationary orders
  • Sundry Orders
  • Daily Briefing Minutes
  • McDonalds Run
  • Till Roll orders
  • Organising of Tradesmen & Annual servicing of Office equipment
  • Birthday cards
  • Daily office checks
  • Meeting lunches, refreshments and set up
  • Welcoming visitors
  • Meter readings
  • Any other tasks

Licencing – 20%

  • Assisting with end of month renewals
  • Assisting with licence prep and renewals for larger clients such as Heron & Costa

 

Fareham, Hampshire – Office Based Only

Fareham, Hampshire – Office Based Only

Part Time – Job Share

22.5 hours per week

Hours: Monday, Tuesday & Wednesday –  09.00am – 17.30pm

Some holiday cover may also be required.

To apply please send cv to jenna.lamonby@datasym.co.uk