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Level 1 Service Desk Support Specialist at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

POS Systems, Interpersonal Skills, Communication Skills, Service Desk Knowledge, SLA Knowledge, Proactive Problem Solving, Documentation Skills, Training Skills, UAT Testing, Windows 11, Ticketing Systems, Hardware Support, Software Support, Retail Experience, PC Skills, Printer Support

Industry

Outsourcing and Offshoring Consulting

Description

Primary Purpose of Role The Helpdesk Support is responsible for: Ensuring that stores are supported with day to day POS, IT software and hardware, ensuring information, guidance and solutions are consistent with company policies and procedures. Key Result Area and Responsibilities A. Incident Management Answer phone calls as a matter of priority Provide advice and assistance regarding store operation and POS system including peripherals Escalate tickets to appropriate level of IT support CoHub Desktop Support POS Incident management B. Documentation Ensure the Manual and processes are kept up to date in line with upgrades C. Training Providing support & training to Retail Area Managers, Store Managers D. Maintenance Maintain stores and staff in POS E. Testing Conduct UAT for any new POS functionality, software release or peripheral changes Key Competencies , Skills Qualifications & Experience Competencies & Skills Proficient knowledge of POS Systems Excellent interpersonal and communication skills Knowledge of service desk and SLAs Ability to think laterally on all issues and take a proactive approach to resolve them Education/Qualifications/Memberships Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop/PC information technology user services function. Tertiary qualification in Information Technology ITIL (optional) Preferred Experience Previous retail experience with store administration and POS System functionality Developed POS system knowledge and general PC skills in Word and Excel Experience creating POS Documentation & Procedures Windows 11 Experience working within a ticketing system (FreshService) and a focus on meeting SLAs Understanding of hardware and software architecture Printer support including Zebra and Brother printers.

Responsibilities

The Helpdesk Support is responsible for ensuring that stores are supported with day-to-day POS, IT software, and hardware. This includes incident management, documentation, training, maintenance, and testing of POS systems.