Service Desk Analyst

Our client is looking to add another valuable member to their Customer Service team! This team
is the go-to support for their stores and corporate teams. From solving challenges to streamlining
communication, you’ll play a key role in keeping their operations running smoothly. If you love
fast-paced environments, teamwork, and making an impact behind the scenes, this is your
moment!

Job Purpose:

Level 1 support is the first tier of support. You will provide technical support to Skechers retail stores across LATAM (Panama, Peru, Chile, Costa Rica, and Colombia).

Essential Job Functions:

• Respond to telephone, email and Service Now requests
• Creates and tracks incidents and requests to ensure timely resolution
• Escalate issues to the appropriate group
• Support Aptos retail POS system and Retail Devices
• Solve everyday problems such as username and password issues, menu navigation,
  verification of hardware and software, installation issues, and setup.
• Level 1 support teams solve user problems by following standard operating procedures
  through Knowledge Bases. If no solutions are available per the training and instructions,
  Level 1 personnel forward the Incident/Request to Level 2 support.

Job Requirements:

• **2 years of Service Desk or Desktop Support experience.**
• **Experience with ServiceNow is preferred, but any other ITSM tool is acceptable.They’ll
  provide training in ServiceNow if needed.**
• Experience with Aptos retail point of sale system is ideal. However, training will be
  provided if they don’t know the systems. Alternative: Oracle Retail Xstore POS
  experience is acceptable.
• Must have the ability to focus and make quick sound decisions.
• Must be able to work independently and/or in a group environment.
• Must be a quick learner by documenting and taking notes.
• Must be organized and detail oriented.
• Work on a rotational after-hour on-call schedule.
• Available on the weekends.
• **Must possess top notch customer service.**
• **Must have excellent communication skills, work ethic, punctual, reliable and have a
  desire to excel.**
• **Must have a solid understanding of networking.**
• **Proficiency with Windows 10 and Mac OSX.**
• **Experience managing accounts in Active Directory.**

IT Support Scope needed:

• **Hands-on troubleshooting for printers, pinpads, registers, servers, and networking
  equipment.**
• Must be able to document tickets and escalate when needed.

Tech Stack used:

• Amazon Connect (call center platform).
• Active Directory.
• Kanji (for iOS devices).
• Intune (for Windows devices).
• Workspace ONE (used in retail machines).

Education & Experience:

• AS degree or higher or proven years of experience.