Description
Service Desk Analyst - Retail POS support
Our client, a leading global supplier for IT services, requires Service Desk Analysts with Retail POS support experience to be based remotely in the UK.
This is a 12-month temporary contract, to start ASAP.
The right candidate must have Retail POS (Point of sale) store support experience and this role involves on call and rotational 9 hours shift patterns.
Key Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone, chat, email or web.
- Perform remote troubleshooting through diagnostic techniques.
- Determine the best solution based on the issue and details provided by the end user.
- Walk the end user/functional teams through the problem-solving process, wherever applicable.
- Timely directing unresolved issues to the next level of support teams.
- Accurate recording of events/incidents and their resolution in logs within the ITSM ticket tool.
- Follow-up and update end user status and information, wherever required.
- Identify and suggest possible improvements on procedures for enhanced end user experience & CSAT.
- Reporting to Service Desk Manager
- All Service desk metrics should be met as per client expectations
Key Requirements
- At least 4+ years of experience in IT Service Desk/Technical Helpdesk/Technical Support Experience
- Remote support experience Following experience preferred: Service Desk/Customer Service/UK customers
- Experience/knowledge of Retail domain operations.
- Good knowledge/experience using Active Directory and IT Service Management Tool.
- Good knowledge in Stores POS systems/Desktop/Laptops/Tills and it's components.
- Good knowledge of IT Infrastructure Services and knowledge of several generic desktop software tools.
- Knowledge/experience in Remote Triage.
- Should have good knowledge/experience with majority of the software products or platforms widely used and Stores POS systems - Hardware and software
- Experience with ITSM Tools.
- Understanding of processes such as incidents.
- Excellent ITIL Foundation/Intermediate Certification.
- Strong communication skills, Customer interaction on calls/emails/chats, Team members skills required.
- On call and rotational 9 hours shift pattern,24 x 7 x 365, 3 shifts rotation.
- Efficient and conscientious record keeper, with good communication skills, and a methodical approach to problem solving, using appropriate tools.
- Organised and practical with a logical, analytical approach to problem solving. Pays careful, close attention to detail.
- Good inter-personal skills.
- Has good oral & written communication skills and takes an analytical approach to problem solving.