Helpdesk Analyst, L2

About the role

The Analyst, Helpdesk L2 provides support to user community on hardware, software, and procedure-related problems, questions, and use. Acts as a point of escalation for level 1 analyst to provide a stable escalation path to ensure swift resolutions to issues and problems. Provides front line support and troubleshooting. Ensures the daily functionality of the company's technology systems.

Responsibilities

• Provides support, troubleshooting, set up connectivity between systems, components, and applications.
• Provides problem resolution to users, walks them through a series of steps to determine problems, and classifies the level, priority, and nature of problems.
• Assists in escalated issues from calls and tickets, helps stores and the store support system with troubleshooting issues related to hardware and software, ensuring technology is running smoothly.
• Helps manage and train the helpdesk analyst team.
• Actively assists other agents, ensures that there is proper communication related to active issues and problems to expedite resolution of known issues.
• Develops and implements policies and procedures to the helpdesk, ensures information communicated to helpdesk analysts are accurate and up to date.
• Manages repair and tracking of POS equipment, purchasing, and reporting.
• Assist in the development of database scripts to address POS issues.
• Provides input on future process flows to management.
• Provides information and updates to the helpdesk.
• Assists with various IT projects and initiatives as needed.
• Instructs and guides personnel on correct procedures for certain IT processes.
• Instructs users in use of equipment, software, and manuals.
• Identifies trends impacting different operations and make recommendations for remediation.
• Tests POS software and internal PC software, ensures software and hardware is running effectively and efficiently for stores and the store support center.
• Escalates issues and communicate with appropriate departments for problem resolution.
• Contributes technical solutions to knowledge base.
• Documents work activities in the ticketing system.
• Protects the company's assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk.
• On call duties: After hours and weekends.

Qualifications

• Three - five years of experience in information technology, specifically working for a helpdesk, assisting with hardware and software troubleshooting.
• ServiceNow experience.
• Experience working with Oracle Xstore.
• Experience working with Microsoft SharePoint.
• Experience working for a retail company.
• Strong time management and attention to detail skills.