Sr Analyst

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

I korthet

Der Service Desk Analyst L1 ist die erste Anlaufstelle für technische Unterstützung. Er ist verantwortlich für die Bearbeitung von Vorfällen und Serviceanfragen über verschiedene Kanäle und bietet Support für Endbenutzer-Computing, Einzelhandelsanwendungen und POS-Umgebungen. Die Rolle erfordert ein Bachelor-Abschluss und 0-3 Jahre Erfahrung, mit ITIL Foundation als Vorteil.

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 IT Service Management (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 in accordance with defined processes.
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, including Retalix POS application support and incident triage.
Perform Verifone payment terminal troubleshooting and transaction-related issues.
Provide NCR retail hardware and software support.
Provide Aloha restaurant and retail POS application support.
Support for store opening, store closing, payment processing, and transaction-related incidents.
Basic troubleshooting of POS peripherals including scanners, receipt printers, cash drawers, pin pads, and payment devices.
Coordination 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
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
Fresh graduates with relevant internships or technical support exposure may also be considered
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)
ITIL Foundation certification is desirable
Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage

Förmåner

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.

Färdigheter

Windows 10Windows 11Microsoft 365OutlookTeamsWordExcelPowerPointActive DirectoryAzure ADRemote support toolsVPNITSMServiceNowRetalix POSVerifoneNCRAloha POS

#Service Desk#IT Support#Technical Support#Help Desk#L1 Support#End User Computing#Retail#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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