Technical Support Analyst

Technical Support Analyst

Reporting To: Technical Manager

OVERALL PURPOSE OF THE JOB

Technical Support Analysts are experts for Zonal Product support and resolve complex, high impact or high visibility calls. They act as the initial escalation route for the Team Leaders (as 3rd Line). They are responsible for owning all work that requires R&D (4th Line) involvement and fulfil all HO upgrade requests.

Tech Support also take on specialist project work from time to time (for example disaster recovery or helping with large customer projects) and also provide enhanced support for customer UAT and product Field Trials. Tech Support also provide out of hours support and checks when required.

Tech Support are also starting to perform a Problem Management function within the department and take on a larger role with identifying trends and analysis with Incidents.

MAIN DUTIES AND RESPONSIBILITIES

  • Investigating / resolving calls escalated to them by the Shift Leaders or Client Services Analysts.
  • Checking / resolving calls still open > 1 week old.
  • Bug identification and escalation to R&D
  • Identify tools and improvements on the functionality and supportability of our Products.
  • Involvement in Projects as decided by Technical Manager
  • Provide technical cover at weekends and occasionally out of hours.
  • Provide additional telephone and incident cover in times of reduced man power or exceptional call volumes.
  • Overall service and support process improvements.
  • Knowledge base maintenance – identifying needs for documentation and producing such material when appropriate (including holding training courses for Analysts)
  • Involvement in UAT, FTs and Upgrades where necessary.
  • Shifts covering 8am – 6pm Monday – Friday, 8am-4am and one weekend in 4 maximum (with following Monday, Tuesday off)

SKILLS, KNOWLEDGE & EXPERIENCE

Essential

  • Minimum 2 years’ experience of the Zonal product gained within a technical helpdesk role.
  • Confident using Microsoft SQL Server Management Studio; Confident using SQL to query and update data (in particular Aztec)
  • Excellent analytical skills with the ability to trace and resolve technically complex problems.
  • Excellent IT knowledge, specifically relating to PCs, networks and databases; good SQL scripting knowledge and experience.
  • Ability to work independently and use initiative to source information and potential solutions from a variety of locations.
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work

Desirable

  • IT related qualification
  • RDBMS skills
  • Experience with SQL Server Database Administration and Maintenance

CONTEXT

The Service Department provides support to all Zonal Clients. The main team of Analysts use remote support to resolve operational and software problems reported by customers. In turn they liaise with Engineering to arrange for faults to be resolved on-site as required.

The Helpcentre consists of 1st and 2nd Line Analysts, Technical Support (3rd Line) Analysts and Systems, Upgrade and MDM Analysts under Planned Work. The Helpcentre operates on various shift patterns 7am – 1am, 365 days a year. Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

This job description should be regarded as a guideline for the individual job holder, and will be subject to review according to changing circumstances. Other duties within the skills and capabilities of the job holder may be assigned from time to time.

Helpcentre Analyst

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

We’re looking for dynamic individuals who share our passion for driving innovation and using technology to build better businesses. We’re going on an exciting journey, and we need more like-minded travellers to help us get there!

What you’ll do

You will be working with a team of 60+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year.

Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures

We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am.

Our weekly standard shift patterns are- 7am – 5pm, 9am – 6pm & 3pm – 1am.

Main Duties & Responsibilities

  • Logging of all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
  • Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
  • Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
  • Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
  • Escalate any issues but try and ensure they are dealt with before problems occur;
  • Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
  • Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
  • To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
  • Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
  • Ensure processes are documented and updated as necessary;
  • Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements;
  • Ability to build relationships with resolving teams and service management teams
  • Adhering to complex processes and procedures;
  • Ensuring Knowledge Base articles are regularly reviewed and updated;
  • Training and mentoring new starters and acting as an ongoing point of escalation;
  • Compliance – ensure that you understand and adhere to PCI-DSS policies

Who you are

  • You will be a talented and ambitious individual who thrives in a fast paced environment.
  • You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
  • A solid technical background with a talent for troubleshooting and problem solving.
  • Strong analytical skills with a great attention to detail.
  • A passion for exceptional customer service.
  • A flair for multi-tasking in a high pressured environment.
  • A collaborative and proactive approach in all aspects of your work.

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

About Zonal

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

Service Operations Manager

Overview

Responsible for managing all activities in respect of the Help Centre operations. To ensure that the customers’ satisfaction and SLA are maintained to the highest level.

Roles & Responsibilities

Manage and work closely with the Head of Service and Operations Director to devise and regularly review / agree on the following Helpcentre initiatives / activities:

– Ongoing Helpcentre plan

– Budgetary cost control

– Build and develop capabilities of the Helpcentre Management team, both technical and non-technical. Mentor and develop skills within this group as necessary.

– KPI’s productivity performance and targets effectively manage individual and team performance; build in regular reviews with team member taking necessary steps to improve overall team performance.

– SLA Management

– Team / department objectives

– Performance efficiency including staff grading and reviews

– Personnel / Staff performance and headcount forecasting and recruitment

– Staff development and training

– Shift working patterns and controls

– Escalations and complaints

– Internal / external reporting

– System tools for both internal and external customer use

– Management Reporting

– Customer feedback measures

– Planned work personnel and schedule of works

– Technical support team profile and working patterns

Experience

  1. 2-3 years Helpcentre / Service Management experience gained in a technical environment.
  2. Good technical understanding of IT systems
  3. Candidate requires a strong proven background in system process and performance management.
  4. Experience of running an application Helpdesk (currently or within past 12 months).
  5. Experience of managing a team of at least 20 Helpdesk analysts.
  6. Able to build key relationships internally and with external customers.
  7. Determined and resilient with experience of working in a dynamic and challenging working environment.
  8. Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
  9. Performance management; manages the performance of others fairly, clearly and regularly, encouraging and supporting the team to achieve high standards
  10. Planning and organisational skills; able to plan and prioritise and deal effectively with unexpected changes.
  11. Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  12. Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions. Able to use initiative to resolve problems
  13. Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

Systems & Requests Analyst

OVERALL PURPOSE OF THE JOB

To be responsible for the Service Department’s Health, Environment and Image support strategy for Customer PCs. Their role will be to ensure that all planned re-imaging is completed with a high level of accuracy and in the most efficient manner. They will ensure that all Customer reimage documentation is kept up to date and in the relevant location/Knowledge Base. They will provide expert knowledge internally and to customers with regards to their Zonal PC environment. The will provide expert remote support using LogMeIn, utilising Microsoft tools to perform diagnosis, automation of tasks and fixes.

They will cover for the Planned Work Co-ordinator where necessary (holidays, absence) and work closely with Project Services to ensure that all builds are correct, optimally configured and thoroughly tested before distribution. They will also work closely with the Engineering team to constantly improve and refine the reimage process on site and provide automation and deployment support to the department.

On occasions the Systems & Requests Analyst will also be required to work with other Zonal departments in project work, testing, improving processes and creating documentation. This may involve out of hours work at times (early / late starts).

MAIN DUTIES AND RESPONSIBILITIES

  • Carry out customer re-images and pc health checks as required
  • Manage the HEAT Service Request list covering all booked jobs generated by and for the Service Department and ensure all work is carried out in a timely manner in line with KPI’s and SLA’s;
  • Assist on planned work projects and any other ad-hoc work as required, to improve efficiency and productivity;
  • Track hotfix deployment by Upgrades Team and ensure image documentation is updated;
  • Ensure that HC Trainer is kept informed of any changes to process to enable accurate training to be delivered;
  • Work closely with Project Services to ensure that images are thoroughly tested;
  • Ensure that HEAT is kept up to date and all work is logged accurately;
  • Continual learning to keep up to date with new software or hardware releases – including non-Zonal software related to the imaging process such as Microsoft OS patch and update releases, PowerShell and other automation technology, standard kit and PC component drivers;
  • Escalate any technical issues to Management and Team Leaders where necessary;
  • Deputize for the Projects & Deployment Coordinator where necessary;
  • Actively seek new methodologies and processes to improve working practices.
  • Core Hours: 8am – 4pm (some flexibility will be required for occasional early/late starts)

SKILLS, KNOWLEDGE & EXPERIENCE

Essential

  • Minimum 2 years’ experience in a technical helpdesk environment or strong technical skills coupled with experience of remote PC support.
  • Experience in utilising automation and deployment technologies such as PowerShell and LogMeIn to provide support.
  • Can demonstrate an understanding of Windows PC performance management and troubleshooting
  • Excellent analytical skills with the ability to trace and resolve technically complex problems.
  • Good IT knowledge, specifically relating to PCs and networks.
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work

Desirable

  • IT or Microsoft related qualifications (such as HNC/HND)
  • SQL script writing and RDBMS skills
  • PowerShell
  • LogMeIn, LogMeIn One2Many
  • EPOS/Zonal product knowledge

CONTEXT

The Service Department provides support to all Zonal Clients. The main team of Analysts use remote support to resolve operational and software problems reported by customers. In turn they liaise with Engineering to arrange for faults to be resolved on-site as required.

The Helpcentre consists of 1st and 2nd Line Analysts, Technical Support Analysts and Systems, Upgrade and MDM Analysts (under Planned Work). The Helpcentre operates on various shift patterns 7am – 1am, 365 days a year. Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

This job description should be regarded as a guideline for the individual job holder, and will be subject to review according to changing circumstances. Other duties within the skills and capabilities of the job holder may be assigned from time to time