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Service Desk Analyst - Retail POS Support

Project Recruit
Job LocationNottinghamshire
EducationNot Mentioned
Salary100.00 - 150.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time

Job Description

Service Desk Analyst - Retail POS supportOur 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 on 5th July 2021.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 its 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.

Keyskills :
Service Desk| IT Service Desk| |POS| Helpdesk| Technical Support| Pharmacy| Optician | Retail Service Desk| Retail| Nottingham| Midlands| 1st Line| Re

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