Provide Phone Support for Store and Corporate Office Technical Related Issues
Provide Technical support and problem resolution for store POS equipment and software, including registers and all register components, networking equipment, back office computers and inventory guns
Provide technical support and incident resolution for corporate office and field associate's computers and peripherals
Handle issues in a timely and efficient manner while utilizing excellent communication and interpersonal skills while interacting with end users, management, executives and other personnel
Document issue details and resolutions into Service Desk incident management system
Process Service Desk Administrative Tasks
Process technical requests received via email
Process shipping and receiving and assist with inventory management by organizing and testing equipment as well as maintaining a POS Lab
Improve Service Desk Processes
Provide Feedback to management on ways to increase efficiency on the Service Desk
Provide training, mentoring and transfer of knowledge to all members of the team
Identify, add and update documentation for the Service Desk
Follow and enforce the Incident Management process
Escalate major and repeat issues according to documented policies and procedures
Ensure customer satisfaction and productivity
Advises Service Desk Manager of repeat problems
Basic understanding of Windows systems and associated supporting technologies.
Basic understanding of wide and local area networking in Microsoft Windows environments.
Basic understanding of IT security and related systems, including remote access.
Knowledge of IT Service Management applications such as Remedy, Service Center, Heat.
Education: Information Technology degree or related industry experience
Experience: 1-3 years
PC setup; Software installation and troubleshooting; Customer Service experience; Understanding on POS systems; retail experience preferred.
Help Desk Institute certification a plus
ITIL Foundations Certification a plus
Associated topics: deskside, help desk, information technology, network, support, support analyst, systems administrator, technical, technician, technology