Service Desk Analyst.Store Support Services - East

Job Purpose: 

To provide on-site and remote technical support to assigned stores, ensuring Store IT incidents are resolved or escalated within agreed service levels. The role supports the availability and proper operation of store technology through incident troubleshooting, preventive visits, asset verification, hardware replacement, and Store IT deployment activities.

Job Accountabilities:

·       Provide on-site and remote technical support to assigned stores and troubleshoot Store IT hardware, operating systems, connectivity, and peripheral issues.

·       Diagnose incidents, document troubleshooting activities in the IT service management system, resolve issues within scope, and escalate unresolved incidents to the relevant technical team.

·       Support Store IT equipment, including POS terminals and controllers, self-checkout systems, HHT/PDT devices, scales, printers, back-office computers, LAN/WLAN equipment, access points, UPS systems, and related peripherals.

·       Perform scheduled store visits and preventive checks using approved checklists to verify the condition of Store IT equipment, IT rooms, connectivity, and UPS systems.

·       Support the installation, replacement, configuration, relocation, and removal of Store IT hardware as required.

·       Support assigned Store IT deployment activities including new store openings, store renovations, hardware refreshes, POS deployments, mobility rollouts, and network-related activities.

·       Perform basic installation validation and testing after implementation and report any outstanding technical issues.

·       Coordinate with store users, internal IT teams, and approved vendors where on-site support or technical follow-up is required.

• Follow approved IT procedures, service management practices, safety requirements, and Store IT technical standards.

Qualifications: 

·       Bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, Electronics, or a related technical discipline.

 Experience: 

·       Fresh graduate or candidate with 1–2 years of experience in IT support, field support, desktop support, or a related technical role.

·       Retail IT or multi-site support experience is preferred.=

Key Competencies

• ·       Hardware and desktop troubleshooting.
• ·       Basic LAN, WLAN, TCP/IP, switch, and access point troubleshooting.
• ·       Windows operating systems and standard enterprise applications.
• ·       IT service management and ticketing systems.
• ·       Knowledge of POS, printers, handheld devices, scanners, scales, and retail peripherals is preferred.
• ·       Ability to work independently in a field environment.
• ·       Ability to prioritize incidents based on business impact.
• ·       Willingness to travel between assigned stores and support critical incidents when required.