We are looking for someone with dedication, passion and ability to join us as a Technical Support Analyst on our 1st Line Support Desk. If you are technologically savvy and looking for an entry into the world of IT, this could be the perfect role for you.
Tevalis is a well-established and rapidly growing industry-leading EPOS, Enterprise, and integrated technology solutions provider with offices in the UK, Middle East, and APAC regions. Using our development expertise and industry knowledge, we build in house EPOS systems, solutions, and services to the hospitality industry of all shapes and sizes, from single independent operators to enterprise multi-site chains and leading brands. We currently support on-premises systems and enterprise platforms for more than 2,000 operators globally. Our clients operate in key sectors that include Restaurants, Food Halls, Pubs and Clubs, Quick Service and Kiosks, Hotels, Theatres and Cinemas, Private Members’ Clubs, Hotels, Leisure Venues and Stadia & Arena.
The primary purpose of a 1st Line Support Technician is to handle inbound support cases as they are received into the Help Desk. You will be expected to triage and first-time fix tickets where possible, and where not possible, elevate these or transfer them to the correct team.
The role is based at our head office in Hessle at Bridgehead Business Park, working on a rotating shift pattern. The current shift pattern covers the hours of 0800 and 2200 hours. Weekend work is also required. After working a weekend shift you will be entitled to 2 days in lieu the following week.
This is a fast-paced role and the successful candidate would need the ability to work to deadlines and have strong customer service skills.

REQUIRED SKILLS, EXPERIENCE & PERSONAL QUALITIES

• Good Customer Service skills.
• Ability to handle high workload.
• Ability to seek answers where answers are not known.
• Ability to adapt and overcome challenging situations.
• Appropriate time management skills.
• Adherence to Staff and Office policies.

• Handle break/fix cases raised into the Help Desk via email or phone call.
• Liaise with 3rd Parties to provide updates and aid in resolution of break/fix cases and any other queries.
• To raise documentation update requests where variances or outdated procedures are found.
• Liaise with other intra Support departments i.e. Data or 2nd Line.
• Assist colleagues with break/fix queries.
• Any other reasonable requests from the leadership team.
• Handle RMA workflow where a device is broken and cannot be remotely resolved.
• Action the Service Requests queue on a rota’d basis when it is your turn.
• As part of a small team, other tasks within your capabilities may be required on an ad hoc basis, and your job description does not limit the range of tasks that may be required.