Lead Service Desk Analyst

Lead Service Desk Analyst responsibilities include responding to customer queries in a timely and accurate way via phone, email, or chat, identifying customer needs, and helping customers use specific POS features. The employee will maintain and create tickets for all calls and will be held accountable for maintaining SLAs set by management. This employee is at the front lines of support and will be required to investigate solutions to all issues that come through the support desk.

Essential Functions

• Monitor and document Service Desk tickets and respond to user requests and incidents as received in Service Desk in a timely, effective manner according to SLAs set by management.
• Be well organized and create dialogue with users to ensure users understand the progress of ticket resolution.
• Have a courteous, professional approach and attitude to work with all levels of management and personnel.
• Educate customers on policies and procedures.
• Investigate and coordinate resolution to user concerns. Provided IT relationship management support for all IT & customers.
• Identifies trends by tracking events and patterns of recurring problems and escalate to tier 3 or management to assist in identifying root causes and mitigate future issues surrounding the same structural problems.
• Serve as a point of contact and assist different groups in hands-on work, including but not limited to Network, various workstation and site-specific projects, telecommunications, server teams, and security teams.
• Support includes but is not limited to POS, and basic troubleshooting of IT-related equipment.

Customer Service

• Strong phone skills
• Strong Customer service skills
• Multitask between assisting stores and corporate office users.
• Create and update KB articles.
• Ensure all customer follow-ups are completed in a timely manner.

Knowledge, Skills, And Abilities

• Excellent listening, written, and verbal communication skills.
• Ability to problem-solve in a fast-paced environment with a solution-focused attitude.
• Flexible in shift assignments and work environment
• Ability to follow up on tasks to completion with minimal supervision required.
• Proficiency in standard software programs.

Education And Work Experience

• At least 1 year of experience in a Call Center or Help Desk environment.
• At least 1 year of troubleshooting IT-related issues.
• Automotive knowledge a plus
• General understanding of office and retail operations.

Physical Demands

• Operates in both an office setting and within our retail operations.
• Routinely uses standard office equipment such as computers and phones.
• Walking, standing, sitting, listening, and talking on a wide variety and continual basis.
• Required to stand, walk, use hands and fingers, handle and feel, lift/carry up to 25 pounds, and reach with hands and arms.

Additional Requirements

• Must be authorized to work in the USA