Service Desk Lead - Retail IT Support (POS & Store Support)

Zensar; Pune District, Bengaluru; Hybrid; INR 1.800.000 - 2.800.000; Vollzeit

Zusammenfassung

Zensar is seeking an experienced Service Desk Lead with a strong background in Retail IT Support, POS systems, store operations, and voice service desk management. The role requires leading support teams for US/UK retail clients, handling store incidents, major incidents, and ensuring high customer satisfaction and SLA compliance.

You will oversee day-to-day operations across Pune and Bangalore, manage incident response, escalations, and service restoration, and drive KPIs such as CSAT, FCR,

Qualifikationen

• Experience leading support teams for US/UK retail clients.
• Hands-on POS systems support for retail stores.
• ITIL process knowledge and SLA discipline.
• Strong escalation and incident management capabilities.

Aufgaben

• Lead day-to-day Service Desk operations supporting retail stores.
• Manage voice-based support teams handling store incidents and service requests.
• Support POS systems, retail applications, store infrastructure, payment terminals, barcode scanners, HHT devices, and store peripherals.
• Handle high-priority incidents, bridge calls, escalations, and service restoration activities.
• Drive SLA, CSAT, FCR, AHT, MTTR, and other operational KPIs.
• Monitor ticket queues, workload distribution, and team performance.
• Conduct RCA reviews and implement continuous improvement initiatives.
• Coordinate with L2/L3 teams, vendors, and business stakeholders.
• Prepare operational reports and participate in client governance reviews.
• Mentor and coach service desk analysts.

Kenntnisse

Service Desk Lead Experience

Voice Service Desk

US/UK Retail Clients

POS Systems

Retail Store Support Operations

Incident Management

SLA Governance

Escalation Management

Team Handling

ITSM Tools

Clear English Communication

ITIL Knowledge

Tools

ServiceNow

Jobbeschreibung

Service Desk Lead - Retail IT Support (POS & Store Support)

Location - Pune / Bangalore

Shift Timings - 4:30 PM IST - 1:30 AM IST (US/UK Retail Support Hours)

Experience - 8-15 Years

Job Summary

We are looking for an experienced Service Desk Lead with a strong background in Retail IT Support, POS Systems, Store Support Operations, and Voice Service Desk Management. The ideal candidate should have experience leading support teams for US/UK retail clients, handling store operations, POS incidents, major incidents, and service delivery while ensuring high levels of customer satisfaction and SLA compliance.

Mandatory Skills

• Service Desk Lead / Team Lead / Service Delivery Lead experience
• Experience managing a Voice Service Desk
• Support experience for US/UK Retail Clients
• Hands-on experience supporting POS Systems
• Retail Store Support Operations
• Incident Management & Major Incident Management
• SLA / KPI Governance
• Escalation Management
• Team Handling & Shift Management
• ServiceNow or other ITSM tools
• Excellent verbal communication with clear and neutral spoken English
• ITIL process knowledge

Key Responsibilities

• Lead day-to-day Service Desk operations supporting retail stores.
• Manage voice-based support teams handling store incidents and service requests.
• Support POS systems, retail applications, store infrastructure, payment terminals, barcode scanners, HHT devices, and store peripherals.
• Handle high-priority incidents, bridge calls, escalations, and service restoration activities.
• Drive SLA, CSAT, FCR, AHT, MTTR, and other operational KPIs.
• Monitor ticket queues, workload distribution, and team performance.
• Conduct RCA reviews and implement continuous improvement initiatives.
• Coordinate with L2/L3 teams, vendors, and business stakeholders.
• Prepare operational reports and participate in client governance reviews.
• Mentor and coach service desk analysts.

Preferred Technical Exposure

• LS Retail
• Microsoft Dynamics AX / NAV
• AXPOS / MPOS
• Oracle XStore
• NCR POS
• GoFrugal POS
• Retail ERP Applications
• Store Systems
• Payment Terminals / EDC Machines
• Zebra / Honeywell Devices
• HHT Devices
• Barcode Printers

Preferred Industry Background

• Retail
• Fashion Retail
• Supermarkets
• Duty-Free Retail
• Department Stores
• E-Commerce Retail Operations