Retail Support Analyst

Our client is an organisation that operates within the retail sector based in High Wycombe. They are currently looking to hire a 1st Line Retail Support Analyst to join their expanding Helpdesk team. The main purpose of the role is to provide excellent technical support, customer service and advice on all in-store technology related issues.

In this exciting role, the IT Support Analyst will provide technical support to European and UK clients, DA, Field Consultants and store staff via phone or email as a first point of contact, whilst following SLA’s and escalating complex technical/digital issues to senior team members as required. In addition, responsibilities will include:

• Escalating hardware related issues to vendors and POS software issues to specialised internal teams.
• Maintaining accurate and complete record of all cases/incidents reported into the call logging system ServiceNow.
• Keeping up to date with information on new promotions, technology changes, ongoing major incidents, and software updates.
• Escalating trending issues reported to the technical support desk during calls to senior team members and the Senior Technical Lead.

The ideal candidate will have experience of working in a busy retail helpdesk environment, particularly supporting POS Software and Hardware, or retail technology. They will have previous experience in providing telephone, remote and e-mail support and hold familiarity with MS Windows 7/10 environments, along with printer setup, installation and configuration. Fluency in French or any other European language would be seen as a distinct advantage.

The role will be hybrid, with 3 days per week in the office in High Wycombe, covering rota-based hours.