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IT Support Associate

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Duties and Responsibilities:

Provide exemplary service to our end-users.
Follow documented processes and procedures to quickly identify end-user issues.
Resolve issues via phone, email, help tickets, and other communication methods, including password, store system issues, and other general support concerns.
Resolve higher complexity issues such as Voice/Data Issues, Sourcing Issues, etc.
Assist Level-1 Service Desk Agents with support as needed.
Assist End User Compute Team as call volume warrants.
Maintain appropriate technical skills and application knowledge to perform job duties.
Manage open incidents to assure end-users service is performed within expected service levels.
Handle repetitive ad hoc tasks, such as store hours changes and review of daily reports.
Create knowledge base articles to be used by the Level-1 team.

Qualification & Experience:

Bachelor’s Degree in the relevant field.
3 years of relevant work experience.
Previous Retail system and BPO/Call center experience is preferred.
ITIL (Information Technology Infrastructure Library) certification/background is preferred.
Minimum 2 years’ experience providing excellent customer service.

Knowledge, Skills, and Abilities: