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This is an entry level opportunity into IT and salary will be dependent on age

About Us

Odema & Acrelec UK are part of a global technology company focused on digital transformation solutions to help deliver innovative resolutions for Quick Service Restaurants (QSR), Hospitality and Retail Verticals. For over 15 years we have worked in partnership with some of the world’s largest companies.

Recognised as the inventor of the self-order kiosk for the Quick Service Retail industry, our solutions deliver 23% improved customer sales, reduce waiting times in the stores, increase speed of service, allow labour redeployment and increase customer satisfaction. In the UK alone we support over 2,500 sites across our client base which includes KFC, Taco Bell, McDonalds, Costa, Starbucks, Wagamama, Itsu, Burger King. Popeye’s, Wendy’s and many more.

Job Summary

We are looking for a motivated and enthusiastic individual to join our team as a Service Desk Analyst -1st level. This is a great opportunity to start a career in IT and gain exposure to all areas of a tech company.

The Service Desk Analyst - 1st Level plays a crucial role in supporting our customers. You will be the initial point of contact for customers experiencing technical issues, whether through phone, email, or using the ticketing portal. You will be expected to log all incoming support requests in a ticketing system, ensuring each issue is tracked and managed until resolution.

Where possible and when trained you will perform initial diagnostics and troubleshooting for common problems, such as software installation issues, and basic network connectivity problems. If you cannot resolve an issue, you can escalate it to second-line support or other specialised teams, providing detailed information to ensure a smooth handover.

You will be expected to keep customers informed about the status of their requests and any planned changes or outages that might affect them.

You will help to maintain accurate records of all support activities and solutions, contributing to a knowledge base that can help resolve future issues more efficiently.

This is a fully office-based role (non-hybrid role), based in Hemel Hempstead. The Service Desk operate between the hours of 06:00 – 00:00 daily, excluding Christmas day and you should be prepared to be available for shifts within those times.

Responsibilities

• Provide first-line technical support to clients via phone and email.
• Troubleshoot and resolve basic technical issues, including hardware, software, and network problems.
• Log and manage support requests using our ticketing system.
• Maintain accurate records of all support activities and client interactions, keeping tickets updated daily.
• Escalate complex issues to second-line support when necessary.
• Actively manage ticket system queues to chase resolution and reduce ageing
• tickets to agreed SLAs.
• Participate in training sessions to develop technical skills and knowledge.
• Provide excellent customer service and always maintain a professional demeanor.

Essential Skills

• Previous experience of working on a service desk.
• Comprehensive understanding of IT technologies and support principles.
• Excellent communication and interpersonal abilities both written and verbal.
• Strong problem-solving skills.
• Attention to detail.
• Customer-focused with a commitment to delivering high-quality service.
• Empathetic towards Franchisees, Store Staff and Customers
• Ability to work collaboratively with other departments and stakeholders.
• Calm under pressure and an ability to reprioritise at short notice.
• Willingness to learn and adapt to new technologies and procedures.
• GCSEO-Level English & Maths (C or above).
• Genuinely want to deliver 1st class customer service.
• Ability to work in a busy, results focused and thriving environment.

Desirable Skills

• Experience working in an ITIL environment
• Experience working with customers.
• Experience of working on a service desk.
• Good Microsoft skills using Outlook, Word and Excel.
• Previous experience of QSR / Retail solutions
• Familiar with POS/EPOS systems
• Previous experience of working in a start-up/evolving technology business.

Salary will be dependent on your age and experience. Working hours will also depend on age at the time of joining. We welcome applications from school leavers with an interest in an IT based career.

This job description is a guide to the current job requirements. As this is a junior position, we expect the role to evolve, and new responsibilities added as the candidate’s experience grows.

Sponsorship will not be available for this position

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Gym membership
• On-site parking

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• Office: 1 year (preferred)
• IT: 1 year (preferred)
• Customer Service: 1 year (preferred)

Work Location: In person

Reference ID: Hemel office