IT Service Desk Analyst (1st/2nd Line Support)

We are looking for a proactive and customer-focused IT Service Desk Analyst to join our busy Incident Management team. In this role, you will provide 1st and 2nd Line remote support for EPOS systems and associated applications across a large multi-site estate.

You will be responsible for diagnosing, troubleshooting, and resolving technical issues, ensuring minimal disruption to business operations while delivering exceptional customer service.

Key Responsibilities

Provide 1st and 2nd Line IT support for EPOS systems and related technologies.
Diagnose and resolve hardware, software, and network-related incidents.
Troubleshoot and investigate connectivity issues across WAN, LAN, and associated infrastructure.
Log, track, and manage incidents through to resolution within agreed service levels.
Escalate complex issues to relevant support teams when required.
Communicate effectively with customers, pro...