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Service Desk Analyst Retail - Remote
IT Retail Service Desk Analyst provides guidance, assistance, coordination, and follows up on questions, incidents or problems of systems applications, hardware, and software installed or maintained in our environment. Primarily, this IT Retail Service Desk Analyst role is to provide Tier I support, on a variety of issues, to end users. This individual will apply proven communication, technical, and problem-solving skills to provide second tier technical support.
They will respond to a number of channels including tickets, phone calls, email, and face-to-face requests. They will document, track, and monitor issues to promote a timely resolution.
Duties and Responsibilities
- Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores to resolve hardware, and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems.
- Analyze the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
- Help train others and document knowledge for self help (Tier 0), as well as Tier I and Tier II
- Identify and learn appropriate software applications used and supported by the organization.
- Demonstrate and apply an understanding of best-practices and business processes by implementing, and owning the following:
- Proactive management of outages and issues
- Active ownership and transition of technical issues
- Knowledge Management and dissemination of information. Participate in maintaining and updating bulletins, knowledge bases, and frequently asked questions resources on the IT intranet to assist in problem resolution.
- Knowledge in Problem Management, Asset Management, Change and Configuration management.
- Ensure quality of service through:
- Insuring that all pertinent end user identification information, including name, department, contact information, and nature of problem or issue is documented.
- Responding to requests in a friendly, confident and professional manner
- Assists in the research and identification of root causes and systemic issues. Works with management to evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
- Creating support and notification documentation.
- Raise individual and team performance level by:
- Achieving daily performance and service level goals
- Providing recommendations to management for improvement and compliance
- Complying with all operating procedures and guidelines
- Demonstrating excellence in the execution and handling of incident management and problem resolution.
- Providing guidance and mentoring to other members of the team.
- Staff supervision and development: No
- Decision making: No
- Travel: Up to 5%
- Flex Designation: Anywhere
