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Location: Dublin (Off M50) Contact: Peter Kirby Skills Keywords: EPOS , ITIL , WINDOWS 7 / 8
Description: Senior Service Desk Analyst - New Service Desk Team within the Retail Sector Industry...
Description: Senior Service Desk Analyst - New Service Desk Team within the Retail Sector Industry.
A leading retailer based in Dublin, with operations in Ireland and the UK, is seeking an experienced Service Desk analyst.
This important role ensures and maintains the highest levels of client satisfaction for its retail and corporate users. You will also create support documentation and assist in the definition, establishment and implementation of standards, policies, SLAs and work flow procedures for the effective operation of the Service Desk.
You will also ensure all technical issues are quickly resolved, oversee appropriate follow up, and make certain that issues are passed off from shift to shift as well as oversee the service performed by 3rd party vendors.
The goal is to make sure that customer value is maintained to the highest standards set forth by the company.
Provide technical support for (point of sales) POS systems and other retail applications
Provide technical support to internal employees at Corporate Head Office.
Properly escalate unresolved queries to the next level of support internally or to external partners
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Training users on all aspects of the software/Stock Audits/Operations
Work pro-actively and efficiently in a collaborative team environment.
This position requires strong problem solving skills. This person should be detail oriented and have strong customer service skills.
5+ years work experience in an enterprise level support environment.
Experience with multi-unit retail or POS applications, distributed application support, receipt printers, EFT hardware and retail help desk support.
ITIL knowledge and experience a distinct advantage
Excellent sense of urgency and timeliness of client needs
Ability to effectively work directly with Application Development, Infrastructure, Operations, Marketing, distribution, Customer care and other internal and external resources on a technical level to provide service functions to our internal and external customers.
Background in a wide variety of technical disciplines: Hardware and software development, system/application administration, technical support and basic networking.
Demonstrated ability to work with minimal direction and exercise strong initiative, judgment and confidentiality
A proactive attitude towards problem identification and resolution
Effectively demonstrate patience and understanding of users expectations of immediate problem resolution
Please apply ASAP if you are interested in the role.
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