Sr Analyst

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

I korthet

The Service Desk Analyst L1 is the initial point of contact for users needing technical assistance, handling incidents and requests via various channels. This role supports end-user computing, retail applications, and business-critical systems, ensuring timely resolution and excellent customer experience while adhering to ITIL processes.

Ansvarsområden

Serve as the primary contact for users seeking technical assistance.
Log, categorize, prioritize, and manage incidents and service requests using ITSM tools.
Perform first-level troubleshooting 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 and account unlocks.
Monitor incident queues and ensure tickets are updated with accurate details and resolution notes.
Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams.
Communicate effectively with users regarding incident status and resolution progress.
Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes.
Contribute to continuous improvement by identifying recurring issues and recommending actions.
Maintain high levels of customer satisfaction through professional communication and timely support.
Utilize Knowledge Management Systems (KMS) to find solutions and document new articles.
Provide Level 1 operational support for retail and point-of-sale platforms including Retalix POS, Verifone payment terminals, NCR retail hardware/software, and Aloha POS.
Support store opening, closing, payment processing, and transaction-related incidents.
Perform basic troubleshooting of POS peripherals.
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 experience.
Incident, Request, Problem, and Change Management fundamentals.
Knowledge Management and documentation practices.
SLA and ticket lifecycle management.
Exposure to Retail POS applications.
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.
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.

Önskade kvalifikationer

Retalix support experience (preferred).
Verifone payment solutions exposure (preferred).
NCR retail systems understanding (preferred).
Aloha POS application knowledge (preferred).
Fresh graduates with relevant internships or technical support exposure may also be considered.
ITIL Foundation certification is desirable.
Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage.

Förmåner

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Färdigheter

Windows 10/11Microsoft 365OutlookTeamsWordExcelPowerPointActive DirectoryAzure ADRemote support toolsVPNPrinter troubleshootingDesktop troubleshootingLaptop troubleshootingMobile device troubleshootingServiceNowITSMIncident ManagementRequest ManagementProblem ManagementChange ManagementKnowledge ManagementRetalixVerifoneNCRAloha POS

#Service Desk#Technical Support#IT Support#Help Desk#Windows#Microsoft 365#Active Directory#Azure AD#ITSM#ITIL#Retail POS#Verifone#NCR#Aloha POS

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We 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. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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