Retail IT Helpdesk Assistant

Retail IT Helpdesk Assistant (Willenhall (West Midlands) or Talbot Green (South Wales))

We have an exciting opportunity for a Retail IT Helpdesk Assistant, field based at our Willenhall or Talbot Green Site. Your role will be to provide support to Retail Stores covering BR, BTP stores and BTP/BWD (with data feed only) for in-store Retail IT services

Key Tasks/Responsibilities:

• Manage the processing of incoming calls to the Helpdesk via telephone, email, and portal, ensuring courteous timely, and effect resolution of internal & external customers
• Investigating and resolving reported incidents and/or escalating to 2nd/3rd line support
• To assist internal colleagues with information relating to EPOS systems
• Ensuring all incidents are completed and reported
• To help maintain training and process documentation to ensure effective team operations

Key Skills:

• Good communication skills
• Competent numeracy and literacy skills.
• Basic knowledge of Microsoft products as Word and Excel
• Willingness to work as part of a shift pattern that covers the Helpdesk hours and needs of the business (Helpdesk Hours 7am-7pm)
• Willing to work and/or be on-call evenings and weekends (after training period has been completed)
• Knowledge of existing AFB Retail IT systems (desirable but not a requirement)
• Ability to effectively prioritise & execute tasks in a high-pressure environment
• Full driving license preferred

What's in it for you:

• Develop your skills and capability in a highly supportive and multi-diverse culture
• Outstanding Training & Development
• Gain hands-on experience in a high volume, fast paced convenience store
• Generous staff discount
• Proactive promotion of internal candidates
• Paid Breaks
• Free Tea & Coffee
• Excellent benefits package including:
  • Early access to your pay through ‘EarlyPay’
  • 24/7 access to your payslips and Rotas via HR/Payroll portal
  • 10% Staff Discount in our SPAR stores
  • Access to our colleague benefits scheme which offers a wide range of high street retail, holiday & leisure discounts
  • Company Life Insurance worth 1 x Annual Salary and 6 x Annual Salary with Company Pension Scheme
  • Company Pension Scheme
  • NEST pension scheme
  • Extra Holidays - Purchase Scheme
  • Cycle to work - Bicycle purchase scheme
  • Long Service Awards (e.g. 25 years service is £500 in vouchers and extra 4 weeks paid leave)

For more information on the role, please download the job description.