GNC Senior Service Desk Analyst in Pittsburgh, Pennsylvania
The SSO Service Desk Analyst position provides IT support to the employees at all GNC store locations. The overall responsibilities are to provide first level problem determination, tracking and resolution or escalation for company owned systems. This position requires advanced knowledge and skills to ensure proper progression of problem determination and resolution. The Sr. Analyst has partial authority for resolving/escalating more complex store problems. This is a dynamic environment which offers exposure to many technologies.
Essential Duties and Responsibilities
Essential Job Functions
The analyst will provide a single point of contact for all things technology related in our store environment. Assume primary responsibility for installation and support of all in store technology and applications (point of sale, portal applications, mobile, tablets, network, telecom, peripherals, and equipment)
Process more complex store phone calls and questions, notifying a supervisorafter taking action, with regard to POS register hardware, software and procedures.
Evaluate the reported problem situation and determine which emergency operations or escalation procedures are required notifying a supervisorafter taking action.
Provide first level contact and problem resolution for users with store hardware, software, or communication issues.
Log all problems into the SSO Service Desk management software.
Resolvemore complex store phone calls and questions with regard to POS register hardware, software, and procedures
Evaluate routine problem situations and determine which emergency operations or escalation procedures are required by consulting with a supervisorafter taking action
Place service calls or utilize depot maintenance on store equipment. This includes troubleshooting, dispatching service providers and/or maintenance shipping of hot spares by consulting with a supervisorafter action has been taken.
Possess anexpanded working knowledge of all store equipment, store operational procedures, store hardware and software, as well voice and data communications for Corporate and Franchise store Systems
Gather and document detailed problem information and troubleshooting steps in the SSO Service Desk software. This is required prior to escalating calls to the next level.
Provide professional, courteous, prompt, and accurate support and solutions to users.
Follow checklist procedures for SSO Service Desk related tasks.
Continue to follow up with the customer providing updates as needed. If applicable, follow up with internal GNC personnel or external vendor ticketing systems or contacts and provide the customer with necessary updates.
Utilize the SSO Service Desk knowledgebase and procedures. Share documented resolution information with team members so that future issues are resolved faster.
Must have good communications skills and the ability to understand and translate technical information to/from non-technical users.
If needed, work with internal GNC personnel or external vendor ticketing systems or vendor support contacts to resolve technical problems.
Identify end user training opportunities based on user issues reported through the SSO Service Desk.
Provide feedback to management on ways to increase first call resolution and customer satisfaction.
Other duties as assigned.
High School diploma
3+ years of customer service experience in a retail or call center environment, or equivalent of combined education and experience
Skills and Abilities
Must be able to work independently and in a team environment.
Has the desire and aptitude to investigate and learn about new technology and troubleshooting processes.
Has solid problem solving, judgment and decision making skills.
Requires taking initiative and having sound judgment.
Excellent communication skills (verbal and written) required interacting with customers, providing support and solving problems.
Time management skills along with organizational skills are required to manage many tasks at the same time. Interpersonal skills required to deal politely, courteously, patiently and confidently with all personality types
Strong problem solving skills required and detail oriented
Ability to follow documented procedures with minimal supervision
Must have typing skills to efficiently log all reported problems
Prior telephone experience preferred
Must be proficient in MS Word, MS Excel, MS Access, MS Outlook and Internet Explorer
Ability to work varied schedules including holidays, evenings and weekends.
Have access to reliable transportation since Help Desk work requires prompt arrival times
Candidates must possess interest in holding Help Desk position for at least one year
Ability to sit for long periods of time
Ability to work a flexible schedule including holidays, evenings and weekends.
Work Environment / Travel / Physical Demands
Normal office environment.
Ability to work various schedules including evenings and weekends.
Lifting of desktop equipment (less than 20 pounds).