Service Desk Analyst
Core
First and second-level IT support for retail stores, distribution centers, and corporate environments, focusing on POS systems, network connectivity, and end-user devices.
Role type
Service Desk Analyst (Level 1/2 Support)
Builds
Business continuity and seamless technology operations for retail and logistics stakeholders.
Domain
Retail and Logistics IT Support
Deliverable
client delivery
Required skills
POS system troubleshooting, Microsoft 365 administration, Windows 11/10 support, Intune device management, network fundamentals (Wi-Fi, VPN, Firewall, Switches), ITIL processes, hardware troubleshooting, incident management, stakeholder communication.
Preferred skills
Knowledge of Apple devices, experience with store deployment and configuration, process improvement initiatives.
Technologies
Microsoft 365, Windows 11, Windows 10, Intune, POS terminals, scanners, printers, EFTPOS, Wi-Fi, VPN, Firewall, Switches.
Responsibilities
Provide prompt first and second-level support via phone, email, and ITSM; troubleshoot POS, scanners, printers, and network issues; maintain incident records within SLA; coordinate onsite visits with field technicians; support technology rollouts for new store openings; maintain technical documentation and knowledge articles.
Seniority
Individual Contributor, Entry to Mid-level