Job Summary
Job Summary The Service Desk Analyst L1 serves as the first point of contact for end users requiring technical assistance and IT support services. The role is responsible for handling incidents, service requests, and user queries through phone, chat, email, and ITSM platforms while ensuring resolution within agreed service levels. The analyst will provide support for end-user computing, retail applications, POS environments, infrastructure services, and business-critical applications, escalating issues when necessary and ensuring an excellent customer experience. Key Responsibilities Serve as the primary contact for users seeking technical assistance through phone, chat, email, and self-service channels. Log, categorize, prioritize, and manage incidents and service requests using IT Service Management (ITSM) tools. Perform first-level troubleshooting and resolution for hardware, software, application, network, and access-related issues. Provide support for desktop, laptop, printer, mobile device, Microsoft 365, and remote access technologies. Support user account management activities including password resets, account unlocks, and access provisioning. Monitor incident queues and ensure tickets are updated with accurate troubleshooting details and resolution notes. Escalate unresolved incidents to appropriate Level 2 or Level 3 support teams in accordance with defined processes. Communicate effectively with users regarding incident status, resolution progress, and service restoration updates. Follow ITIL-aligned Incident, Request, Problem, Change, and Knowledge Management processes. Contribute to continuous improvement initiatives by identifying recurring issues and recommending corrective actions. Maintain high levels of customer satisfaction through professional communication and timely support. Utilize Knowledge Management Systems (KMS) to identify solutions and document new knowledge articles. Retail & POS Application Support The analyst will be expected to provide Level 1 operational support for retail and point-of-sale platforms, including: Retalix POS application support and incident triage. Verifone payment terminal troubleshooting and transaction-related issues. NCR retail hardware and software support.
Key Responsibilities
Aloha restaurant and retail POS application support. Support for store opening, store closing, payment processing, and transaction-related incidents. Basic troubleshooting of POS peripherals including scanners, receipt printers, cash drawers, pin pads, and payment devices. Coordination with vendors and resolver groups for application and hardware issues. Required Technical Skills End User Support Windows 10/11 Operating Systems. Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint). Active Directory and Azure AD fundamentals. Remote support tools and remote diagnostics. VPN and remote connectivity support. Printer, desktop, laptop, and mobile device troubleshooting. ITSM & Service Delivery ServiceNow or equivalent ITSM platform. Incident, Request, Problem, and Change Management fundamentals. Knowledge Management and documentation practices. SLA and ticket lifecycle management. Retail Technologies Exposure to Retail POS applications. Retalix support experience (preferred). Verifone payment solutions exposure (preferred). NCR retail systems understanding (preferred). Aloha POS application knowledge (preferred). Required Qualifications Bachelor\'s Degree in Computer Science, Information Technology, Engineering, or related discipline. 0-3 years of experience in Service Desk, Help Desk, Technical Support, or IT Operations. Fresh graduates with relevant internships or technical support exposure may also be considered. ITIL Foundation certification is desirable. Exposure to Retail, POS, Hospitality, or Store Operations environments will be an added advantage. Soft Skills Strong customer service orientation. Excellent verbal and written communication skills. Problem-solving and analytical thinking capabilities. Ability to work collaboratively in a team environment. Willingness to work in rotational shifts and support global operations. Ability to perform under pressure and manage multiple priorities effectively.