Service Desk

4 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 Job Type: Full-time Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Schedule: 8 hour shift Day shift Evening shift Monday to Friday Weekdays Experience: Help desk: 2 years (Required) POS: 2 years (Required) Ability to Commute: Carrollton, TX 75007 (Required) Work Location: In person



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