Job Overview:
Are you that “go to” some one in your team that handles all the technical escalations and vendors? Have you worked in a retail IT environment and are passionate about giving the best possible support? We have just the role for you!
Key Responsibilities:
- Attempt to get to the root cause of a repetitive problem and escalate repetitive trends to leadership teams.
- Provide on-the-job upskilling of service desk technicians in order to share knowledge and cross-skill within the Service Desk team.
- Responsible for resolving calls relating to (but not exclusive to) Software Support – POS and
- Microsoft SQL skills would be advantageous.
- Accept incidents and communicate updates in order to solve user problems.
- Attending meetings with vendors, assist in holding vendors accountable to SLA, key metrics.
- Escalate calls to internal IT teams or vendors; working with vendors technicians to resolve calls.
Required Education & Experience:
- You’ve worked with POS software or SQL
- You have worked in an IT support role for at least 3 years and have knowledge of retail or store environments
- You have previous leadership experience (This would be a huge plus)
- You have an IT qualification (or are currently completing your qualification part time)
- Your communication and conflict resolution skills are top notch