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We have an excellent opportunity for an experienced IT Helpdesk Team Leader to expand their career by working for a UK wide retail operation providing support to the EPoS service desk. This role will be based in York (with one day per week working from home) working collaboratively with a team of call handlers to support retailers with their EPos solution as well as all other related IT solutions.

The main responsibilities are :

* Providing 1st and 2nd line support to coach and develop retailer knowledge on the EPoS solution

* Analysing data from call logs and phone systems to monitor performance and make changes and developments as required

* Review standards and procedures to continuously improve service to retailers

* Coaching and devloping your team to ensure the delivery of an excellent customer experience through regular 1:1's and performance reviews

* Liaise with third parties as well as colleagues to develop and support the implementation of innovation and new processes

The ideal candidate will have experince of providing technical support to retailers or satellite offices, EPoS (or ERP) operations and support, an excellent understanding of IT processes and technical skills as well as the ability to coach, develop and lead a team.

This role is an excellent opportunity to work within a well established business with exciting growth plans