Job Description

Job Summary:
As an IT Service Desk Analyst, you will be the first point of contact for retail staff seeking technical support across multiple retail locations. You will provide first and second-line support, resolving technical issues, assisting with system outages, and ensuring that IT operations run smoothly to support the day-to-day business.
Key Responsibilities:
Incident Management:

• Log, categorize, and prioritize incidents and service requests using the companys IT Service Management (ITSM) tool.
• Provide first-line support, troubleshooting hardware, software, and network issues for retail stores and head office staff.
• Escalate complex issues to second- or third-line support teams, ensuring timely resolution.

Retail Systems Support:

• Support POS (Point of Sale) systems, ensuring minimal downtime during store operations.
• Troubleshoot retail-related hardware such as barcode scanners, receipt printers, cash drawers, and handheld devices.

User Account Management:

• Manage user accounts, including setting up, resetting passwords, and ensuring appropriate permissions for retail and corporate staff.

Software and Hardware Support:

• Install, configure, and maintain operating systems and retail applications (e.g., inventory management software).
• SAP Experience.
• Assist with software updates, patches, and system upgrades in collaboration with other IT teams.

Network Support:

• Troubleshoot basic network issues, such as store connectivity, Wi-Fi, and VPN access for remote users.

Reporting and Documentation:

• Maintain detailed documentation of support requests, resolutions, and incidents.
• Generate regular reports on ticket resolution times, service disruptions, and recurring issues for management review.

Customer Service:

• Ensure a high level of customer service by providing prompt and effective communication with retail staff and other internal customers.
• Maintain a professional and friendly demeanor when assisting staff with technical issues.

SLA Adherence:

• Ensure all support tickets are handled within agreed service level agreements (SLAs).

Skills Required