Senior Service Desk Technician Group

Responsible for resolving support calls related to (but not limited to) Store Support, including POS systems and Microsoft SQL, Mobile Device Management or Store Network Infrastructure would be highly advantageous.

Escalate calls to internal IT teams or vendors, working with vendors technicians to resolve calls.

Attempt to get to the root cause of a repetitive problem and escalate repetitive trends to leadership teams.

Accept incidents and communicate updates in order to solve user problems.

Hosting meetings with vendors, holding vendors accountable to SLA, key metrics.

Provide ongoing mentorship and on-the-job upskilling to Service Desk technicians, fostering knowledge sharing and cross-skilling within the team to build a more versatile and capable support environment.

You have an IT qualification (or are currently completing your qualification part time)

You have worked in an IT support role for at least 3 years and have knowledge of retail or store environments

You've worked with POS software and SQL, Mobile device management or store network infrastructure

You have previous leadership experience (This would be a huge plus)

Your communication and conflict resolution skills are top notch