remote

Service Desk Analyst-Retail

Nottinghamshire
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Description

Service Desk Analyst- Retail

Our client, a leading global supplier for IT services, requires Service Desk Analysts with strong Retail experience to be based in their client's office in Nottingham, UK.

This is a 12-Month temporary contract to start ASAP

Day rate: Competitive Market rate

We are looking for Service Desk Analysts with Retail experience who can provide IT Support on Stores Hardware and Software.

Job Purpose

  • 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 and Good Retail domain knowledge
  • Has good oral & written communication skills and takes an analytical approach to problem solving.
  • Has good knowledge/experience with majority of the software products or platforms widely used.
  • Good knowledge of IT Infrastructure Services and knowledge of several generic desktop software tools.
  • Knowledge/experience in Remote Triage supporting Retail stores on their IT issues
  • Good knowledge/experience using Active Directory and IT Service Management Tool.

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 Lead
  • All Service desk metrics should be met as per client expectations and support to have accurate knowledge database

Key Requirements

Skills & Experience

  • 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
  • Good knowledge in Stores POS systems/Desktop/Laptops/Tills and it's components
  • ITIL Foundation/Intermediate Certification.
  • Experience with ITSM Tools.
  • Understanding of processes such as incidents.
  • Experience/knowledge of Retail domain operations.
  • Overtime, Excellent communication skills, Customer interaction on calls/emails/chats, Team members skills

Knowledge

  • Should have good knowledge/experience with majority of the software products or platforms widely used and Stores POS systems - Hardware and software
  • Good knowledge of IT Infrastructure Services and knowledge of several generic desktop software tools.
  • Knowledge/experience in Remote Triage.
  • Good knowledge/experience using Active Directory and IT Service Management Tool

Start date
ASAP
Duration
12 months
From
Project Recruit
Location
Nottinghamshire
Published at
23.06.2022
Project ID:
2411487
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