Gary Mccullagh Email & Phone Number

Welwyn Garden City, Hertfordshire, United Kingdom

MAIN PURPOSE OF ROLE Key purpose of this role is to lead a team of Technical Service Desk Analyst’s offering 1st and 2nd line support to the PayPoint Retailer estate with any queries regarding the operation of their PayPoint One, EPoS, ATM, PPoS and Debit/Credit including technical and financial issues. Main Responsibilities • Ensure the smooth every day running of the team, ensuring that KPI’s are reached and maintained.• Hold the ability to recognise technical issues, resolve or escalate promptly any issues/outages affecting performance of the Retail network.• Review and maintain the staff rota for constant coverage for inbound Telephony support• Complete the monthly call recording SLA’s• Monitor and maintain a high level of customer service to both the Retailer and Engineer network• Manage work streams to ensure inbound and outbound work is delivered to retailer deadlines.• Maintain effective documented processes for technical diagnostics for all products• Manage, coach, motivate, develop and challenge the team through recognised company policies and procedures.• As required troubleshoot areas of poor performance and identify effective solutions to resolve issues• Identify and implement process improvements through continuous assessment and identification of best practices.• Maintain and update forecasting and dashboard information on call type trends including call models.• Provide second line support for any Retailer complaints or internal escalations.• Build relationships with key vendors for all products to ensure support levels are maintained.• Management of ATM Software licences and updates• Provide key support to the development of all product Technologies, including Upgrades (software and hardware), including LINK compliance.

Welwyn Garden City, Hertfordshire, United Kingdom

MAIN PURPOSE OF ROLE* To provide a professional, comprehensive and flexible first line phone based Technical Support for our PayPoint Retailers who have any of our T3, EPoS, ATM, PPoS and Debit/Credit products within their store. You will also provide 2nd line phone based technical support for engineers visiting the retailer, ensuring we deliver a high quality of customer service to resolve the issue, whilst achieving or exceeding your overall objectives and SLAs.Main Responsibilities * First line technical support to Retailers and Engineers; diagnosing faults, undertaking remedial action and where necessary raising service requests* Build strong relationships with the relevant product Suppliers ensuring efficient and effective communication and issue resolution within SLAs* Ability to assimilate a diverse range of technical information and interpret and communicate its meaning to Retailers and Engineers* Communicate courteously and effectively with Retailers and engineers to a level of understanding to ensure customer and service level standards are met or exceeded successfully* To ensure that engineer charges are kept within or below budget* Make recommendations for service improvement and implement those improvements to the satisfaction of internal and external stakeholders* Ensure a pro-active approach in identifying the fault and resolving with the objective of a one call resolution* Undertake personal training and development where necessary to maintain awareness and up to date skill sets for all products supported by the Technical Service desk* Portray a positive image of the company by always maintaining a professional manner when communicating with customers and suppliers* Prioritising workload effectively and consistently achieving or exceeding agreed targets and objectives * Ensure high profile sites are monitored effectively to provide an efficient service* To complete daily tasks effectively to keep admin tasks up to standard

Welwyn Garden City, Hertfordshire, United Kingdom

Stevenage, Hertfordshire, United Kingdom