Service Desk Analyst Retail - Remote

Duties and Responsibilities

• Answer incoming calls, email, voicemail, and document, troubleshoot and resolve or escalate incident tickets from end users and retail stores to resolve hardware, and application/software issues within the POS system (Epicor), desktops, servers, printers, and other mission-critical systems.
• Analyze the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
• Help train others and document knowledge for self help (Tier 0), as well as Tier I and Tier II.
• Identify and learn appropriate software applications used and supported by the organization.
• Demonstrate and apply an understanding of best-practices and business processes by implementing, and owning the following:
• Proactive management of outages and issues
• Active ownership and transition of technical issues
• Knowledge Management and dissemination of information
• Maintaining and updating bulletins, knowledge bases, and frequently asked questions resources on the IT intranet to assist in problem resolution
• Knowledge in Problem Management, Asset Management, Change and Configuration management
• Create support and notification documentation.
• Raises individual and team performance level by:
• Achieving daily performance and service level goals
• Providing recommendations to management for improvement and compliance
• Complying with all operating procedures and guidelines
• Provide guidance and mentoring to other members of the team.

Qualifications

• Experience in providing Tier I support, on a variety of issues, to end users.
• Experience in providing second tier technical support.
• Ability to apply proven communication, technical, and problem-solving skills.
• Ability to respond to a variety of channels including tickets, phone calls, email, and face-to-face requests.
• Ability to document, track, and monitor issues to promote a timely resolution.
• Knowledge of Epicor POS system and related hardware and software.
• Knowledge of software applications used and supported by the organization.
• Understanding of best-practices and business processes.
• Experience in proactive management of outages and issues.
• Experience in active ownership and transition of technical issues.
• Experience in Knowledge Management and dissemination of information.
• Experience in Problem Management, Asset Management, Change and Configuration management.
• Experience in ensuring quality of service through documenting pertinent end user identification information.
• Experience in responding to requests in a friendly, confident, and professional manner.
• Experience in assisting in the research and identification of root causes and systemic issues.
• Experience in working with management to evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Experience in creating support and notification documentation.
• Experience in raising individual and team performance level by achieving daily performance and service level goals, providing recommendations to management for improvement and compliance, and complying with all operating procedures and guidelines.
• Experience in providing guidance and mentoring to other members of the team.
• Experience in staff supervision and development.

Pay

The anticipated range for this position is $20.91 - $ 31.30 per hour depending on location, knowledge, skills, education and experience.