Operations - Store Support Analyst

Job Summary

Primary

Purpose:

Reports to the Director of Store Support providing assistance and support to store personnel for Level 1 Services with the primary goal of enabling retail sales. Provides enhanced troubleshooting and resolution of incidents. The Store Support Analyst will be proficient in addressing all Core Level 1 Services. Responds to all requests in a prompt and timely manner. Recognizes and escalates when a Problem is identified.

Manages incidents via telephone, in person, email, chat and through self-service portal/App. Recommends process improvements to the support model. Provides first line support by troubleshooting incidents related to Level 1 Services. Effectively documents troubleshooting steps to provide escalation teams enough information to resolve issues escalated to Level 2 Support. Takes ownership of end user issues; provides status updates on behalf of the user and communicates progress in a timely manner.

Maintains a high degree of customer service for all support queries and adheres to all Service Management principles. Develops support documentation in collaboration with other Store Support teams and utilizes the documentation to assist in troubleshooting. Works with external partners (vendors) for support where issues cannot be resolved internally. Responds to complex “How To” questions of Business Operational processes, external applications, internal applications, and other Level 1 Services.

Effectively uses Service Now for managing incident work. May use other tools such as knowledge bases, mobile device management tools and asset tracking as needed. Has a fundamental understanding of ITIL and ITSM. Will maintain a 90% plus customer satisfaction rating of "Completely Satisfied".

• Proficient in solving Core Level 1 Services.
• Able to work with minimal manager direction.
• Recognizes and escalates when a Problem is identified.
• Manages incidents via telephone, in person, email, chat and through self-service portal/App.
• Recommends process improvements to the support model.
• Provides first line support by troubleshooting incidents related to Level 1 Services.
• Effectively documents troubleshooting steps to provide escalation teams enough information to resolve issues escalated to Level 2 Support.
• Takes ownership of end user issues; provides status updates on behalf of the user and communicates progress in a timely manner.
• Maintains a high degree of customer service for all support queries and adheres to all Service Management principles.
• Develops support documentation in collaboration with other Store Support teams and utilizes the documentation to assist in troubleshooting.
• Works with external partners (vendors) for support where issues cannot be resolved internally.
• Responds to complex “How To” questions of Business Operational processes, external applications, internal applications, and other Level 1 Services.
• Effectively uses Service Now for managing incident work.
• May use other tools such as knowledge bases, mobile device management tools and asset tracking as needed.
• Has a fundamental understanding of ITIL and ITSM.
• Will maintain a 90% plus customer satisfaction rating of "Completely Satisfied".

• High school diploma, general education degree (GED) or related support experience in an area such as IT, Operations or Retail.
• Associate degree in IT or Business with 2+ years of support experience is preferred.
• Proficient in the use of Microsoft Windows and Office products.
• Basic knowledge of networking fundamentals and Mobile Devices.
• Solid understanding of general business operations.
• Excellent inter-personal skills.
• Strong verbal and written communication skills.
• Problem solving and analytical capabilities.
• Ability to execute assigned tasks swiftly, efficiently, and qualitatively.
• Ability to move and handle computer equipment generally weighing 0-50 pounds.
• Position involves spending long hours sitting using computers, which requires attention to detail and high levels of accuracy.
• The ability to read and understand technical and operational documentation.
• Experience in a TCC store setting is desired.

• Adaptability - must…