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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

This is an office based role. Please do not apply for this position if you are looking for Hybrid working. There is some flexibility with salary depending on level of experience.

We are seeking a highly skilled and motivated Senior Service Desk Analyst; you will be responsible for resolving calls from customers as quickly as possible with first class customer service and technical skills, this role will also require you to assist the Service Delivery Manager in identifying any areas of improvement, recommendations and updating/creating knowledge documents.

Your primary focus will be to support the SDM, providing in depth knowledge and training to junior SD analysts while being the technical escalation point of contact, encouraging team members to collaborate and deliver excellent customer service to our clients and attending customer service meetings.

The ideal candidate will possess ITIL certification and have a proven track record in providing excellent service delivery, ensuring adherence to SLAs, and driving continuous improvement initiatives.

This is a fully office-based role (non-hybrid role), based in Hemel Hempstead. If you are not able to travel daily to Hemel Hempstead, please do not apply.

Our regular office working pattern is Monday-Friday, 9am to 5.30pm with a 60-minute unpaid break; however, this position within the Service Desk operates between the hours of 06:00 – 00:00, 7 days per week, excluding Christmas day. There might be a need for out of hours support from time to time. You will be flexible to work on a rota basis between these times 5 days out of 7. If you are required to work at the weekend, you will be given days off during the week. There will be some flexibility with the salary depending on experience you can bring to this position.

Responsibilities

· Prioritise and Manage Tickets: Efficiently handle emails and calls, ensuring they are addressed in order of impact and urgency.

· Daily Ticket Updates: Log and update all calls and incidents daily.

· Ticket Queue Management: Actively monitor ticket queues, chasing resolutions with internal teams and reducing aging tickets to meet SLAs.

· Vendor and Third-Party Coordination: Collaborate with vendors and third-line support groups for timely issue resolution.

· Escalation Management: Monitor progress and escalate issues as needed, adhering to SLAs and invoking escalation and major incident processes when required.

· Service Improvement: Identify recurring issues and recommend improvements in training, documentation, technical fixes, processes, and communication to enhance Service Desk performance.

· Knowledge Base Expansion: Create help sheets and FAQs to expand the knowledge base and make it accessible to relevant customers.

· Documentation Maintenance: Ensure documentation is up-to-date and current.

· Shift Work: Participate in shift patterns, including weekend work, to cover Service Desk operating hours.

· Technical Expertise: Demonstrate a deep understanding of EPOS technology and solutions to diagnose and resolve customer issues effectively.

· Process Improvement: Identify, propose, and champion enhancements to assist in improving customer experience and cost efficiency where possible.

· Knowledge Sharing: Develop and maintain troubleshooting tips and quick fix knowledge archives for your designated brand, making them accessible to the wider team.

· Knowledge: Ability to utilise ITSM tools and CRM systems, build and maintain a knowledge repository organised by customer and product type.

· Customer Communication: Participate in regular calls with customers to identify trends and recurring issues and implement route cause analysis.

Essential Skills

· Strong Interpersonal and Communication Skills

· Team Player

· Persuasive and Influential

· Problem-Solving Abilities

· Enthusiastic and Passionate

· Good emotional intelligence towards retail/ food/ beverage industry

· Independent Decision-Maker

· Effective Escalation and Delegation skills

Desirable Skills

· ITIL Certification

· Previous experience of QSR / Retail solutions

· Familiar with POS/EPOS systems

· Previous experience of working in a start-up/evolving technology business

· Ability to work to own initiative

Job Types: Full-time, Permanent

Pay: From £27,500.00 per year

Additional pay:

• Performance bonus

Benefits:

• Company pension
• Gym membership
• On-site parking

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Experience:

• POS/EPOS systems: 1 year (preferred)
• IT: 2 years (preferred)
• Customer Service: 2 years (preferred)
• Help desk: 2 years (preferred)

Work Location: In person

Reference ID: Hemel office