Service Desk Analyst L2 Support

Job description

Position Description:

JOB REQUIREMENTS
• Help Desk or PC related work experience
• Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
• Successfully met all Level-2 EPOS Technician performance accountability objectives.
• Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
• General knowledge of Retail Domain business and applications
• Strong understanding of store systems and operations environments.
• In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
• Excellent process flow modeling and documentation skills.
• Knowledge of problem tracking and other Help Desk tools.
• Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
KEY RESPONSIBILITIES
• Receives and resolves dispatched problem tickets from Level-1 EPOS Technicians.
• Provides assistance/coaching to Level-1 EPOS Technicians when needed.
• Provides timely support to onsite technicians at store locations.
• Analyzes and attempts to resolve issues without further escalation.
• Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
• Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
• Works with Retail Systems and other departments as directed, to support related projects and activities.
• Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
Prerequisites:
ITIL foundation certified.
Preferred:
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.
Work Environment: 24X7 operation, late night work.
Location: Bangalore

Skills:

·  English
·  Retail Store Operations
·  Help Desk/IT Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.