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Help Desk Analyst

Company: Pet Supermarket
Location: Miami
Posted on: November 11, 2019

Job Description:

The Help Desk Analyst is responsible for 1st level support of Pet Retail Brands technologies, including those used by staff in stores, offices and distribution centres. Support may be provided via e-mail, phone, SMS, IM or other methods of communication.
Qualifications and Educational Requirements

  • High School Graduate; University or College Degree
  • 1-3 years' support experience, preferably in a technical capacity
  • POS Retail experience is an definite asset
    Preferred Skills
    • Strong customer service and problem-solving skills/aptitude
    • Excellent verbal and written communication skills
    • Basic systems and network administration knowledge
    • Experience supporting users in a multi-location environment
    • Team player skills required
    • Analytical approach
    • Able to prioritize effectively
    • Ability to successfully engage in multiple initiatives simultaneously
      Key Interfaces
      • Store associates
      • Office and Warehouse staff
        Support Accountabilities
        • Take calls from all store and corporate users, trouble-shoot, assist, escalate or redirect as required
        • Log all calls and emails into ticketing system for proper attention and follow-up
        • Ensure proper categorization and prioritization of requests, as they arrive.
        • Investigate problems, working with other departments as required, and ensure concerns are answered as per the published service levels
        • Work with 3rd party technicians to resolve store and office hardware and software concerns
        • Assist in maintenance of proper procedural documentation for support team
        • Work with support team to execute on project based work such as new hardware or software deployments
        • Assist with pre-release testing of hardware and software for stores and head office
        • Assist with pre-release testing of promotions
        • Complete other duties as assigned, which include projects
        • Document new system issues and their remediation.
        • Basic support to wired and wireless network for all devices.
        • Enforce compliance for User Security Policies.
        • Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded
          Pet Supermarket is an equal opportunity employer.

Keywords: Pet Supermarket, Miami , Help Desk Analyst, Hospitality & Tourism , Miami, Florida

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