Retail IT Service Desk Analyst

HCL Technologies Philippines Inc

San Juan

Presencial

PHP 260.000 - 420.000

Jornada completa

14 días+

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Descripción de la vacante

HCL Technologies Philippines Inc is seeking a Service Desk Voice Analyst to be the first contact for users, focusing on store support, incident triage, and first contact resolution. You will diagnose and resolve issues impacting store trading and customer experience, guiding users through POS peripherals and network problems via voice channels.

The role requires 2–3 years in IT support, strong Windows/M365 knowledge, and experience with ServiceNow or Jira.

Formación

2–3 years in IT support or service desk.
Experience in retail supermarket environments preferred.
Proficient in Windows/macOS enterprise support.
Experience with Active Directory and Azure AD.
Experience with Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint).
Familiar with enterprise ITSM/ticketing tools (ServiceNow, Jira).

Responsabilidades

Answer incoming support calls promptly with a customer-focused approach.
Actively capture symptoms, impact, urgency, location, device, and user details.
Log interactions in ITSM with notes, troubleshooting, priority, and next actions.
Identify high-impact retail incidents (POS outages, network, printers, VPN).
Apply priority and escalation per store impact and SLA requirements.
Provide L1 and L1.5 troubleshooting for Windows, M365, VPN, Citrix/VDI.
Troubleshoot POS terminals, handhelds, printers, scanners, and basic cabling.
Escalate complex issues to Tier 2/3 with warm handoff.
Translate technical concepts for non-technical users across stores and vendor teams.