Help Desk Technician

2 weeks ago


Carrollton, United States Mphasis Full time

*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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