The Job

Sr Analyst

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Dataanalys

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I korthet

The Service Desk Analyst L1 is the primary contact for end users needing technical assistance, handling incidents and service requests via phone, chat, and email. This role provides support for various systems including retail applications and POS environments, aiming for timely resolution and excellent customer experience.

Ansvarsområden

  • Serve as the primary contact for users seeking technical assistance through phone, chat, email, and self-service channels.
  • Log, categorize, prioritize, and manage incidents and service requests using ITSM tools.
  • Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues.
  • Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies.
  • Support user account management activities including password resets, account unlocks, and access provisioning.
  • Monitor incident queues and ensure tickets are updated with accurate troubleshooting details and resolution notes.
  • Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams.
  • Communicate effectively with users regarding incident status, resolution progress, and service restoration updates.
  • Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
  • Contribute to continuous improvement initiatives by identifying recurring issues and recommending corrective actions.
  • Maintain high levels of customer satisfaction through professional communication and timely support.
  • Utilize Knowledge Management Systems (KMS) to identify solutions and document new knowledge articles.
  • Provide Level 1 operational support for retail and point-of-sale platforms.
  • Troubleshoot Retalix POS application and Verifone payment terminals.
  • Support NCR retail hardware and software, and Aloha restaurant and retail POS applications.
  • Handle store opening, store closing, payment processing, and transaction-related incidents.
  • Perform basic troubleshooting of POS peripherals including scanners, receipt printers, cash drawers, pin pads, and payment devices.
  • Coordinate with vendors and resolver groups for application and hardware issues.

Krav

  • Windows 10/11 Operating Systems.
  • Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
  • Active Directory and Azure AD fundamentals.
  • Remote support tools and remote diagnostics.
  • VPN and remote connectivity support.
  • Printer, desktop, laptop, and mobile device troubleshooting.
  • ServiceNow or equivalent ITSM platform.
  • Incident, Request, Problem, and Change Management fundamentals.
  • Knowledge Management and documentation practices.
  • SLA and ticket lifecycle management.
  • Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
  • 0-3 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations.
  • Fresh graduates with relevant internships or technical support exposure may also be considered.

Önskade kvalifikationer

  • Exposure to Retail POS applications.
  • Retalix support experience (preferred).
  • Verifone payment solutions exposure (preferred).
  • NCR retail systems understanding (preferred).
  • Aloha POS application knowledge (preferred).
  • ITIL Foundation certification is desirable.
  • Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.
  • Strong customer service orientation.
  • Excellent verbal and written communication skills.
  • Problem-solving and analytical thinking capabilities.
  • Ability to work collaboratively in a team environment.
  • Willingness to work in rotational shifts and support global operations.
  • Ability to perform under pressure and manage multiple priorities effectively.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • Work at a place that knows that helping its customers stay on top starts by putting its people first.
  • Be part of a global technology company with over 223,000 people across 60 countries.
  • Deliver industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
#IT Support#Service Desk#Help Desk#Technical Support#IT Operations#Retail#POS
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Företag

HCLTech

Publicerade jobb

för 1 månad sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Junior

Platser

Noida, India

Kvalifikation

Kandidatexamen

Sökande

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