Help Desk Technician
2 weeks ago
*Three possible shifts 6AM to 3PM CST , 9AM to 6:00 PM and 1PM to 10PM CST *
Role and Responsibilities
- Provide hyper-care implementation support for all stores reporting issues within the first 24hrs of conversion.
- Support calls for hyper-care will be setup via dedicated IVR option on Amazon connect
- The team will be aligned to this skill set for focused support outside the usual phone queue.
- Liaison with other resolver groups, Client Concierge and Adv Support to escalate issues that are out of scope or unresolved by this team.
- Document, track, and monitor new and open Incidents until resolution.
- Identify training and knowledge enhancement opportunities for RTS L1 agents (Shift Left) best effort during off peak intervals or when bandwidth permits.
- Support RTS L1 team on open case back log for non-hyper care for stores, best effort during off peak intervals or when bandwidth permits.
- The support will be in English only.
Key Skills :
- Experience of 1-2 years in Support Helpdesk
- Use of Ticketing tool ServiceNow (CSM),
- Level 1.5 troubleshooting mainly related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers etc., desktop/OS, as per guidelines and training.
- Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups.
- Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
- Preferred knowledge and experience of Quick Service Restaurant support (Point Of Sale)
- Prompt response to telephone calls, email, and instant message requests for technical support
Qualifications
- Require a minimum of a high school diploma or equivalent, and preferably a bachelor's degree in accounting, finance, or a related field.
- Experience : 1 – 2 years of relevant experience
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