Service Desk Analyst - Retail

🌟 We're Hiring: Service Desk Analyst – Retail! 🌟

Are you passionate about IT support and delivering exceptional customer service? Join our team as a Service Desk Analyst – Retail

and help ensure the smooth operation of IT systems across retail and quick-service restaurant (QSR) environments. If you have strong troubleshooting skills, enjoy solving technical challenges, and thrive in a customer-facing role, we'd love to hear from you!

📍 Location:

Taguig, Philippines

⏰ Work Setup:

Onsite for the first 3 months, with a hybrid arrangement thereafter

💼 Role:

Service Desk Analyst – Retail

What You'll Do:

🖥️ Provide Technical Support

• Diagnose and resolve hardware, software, and operating system issues involving desktops, laptops, portable devices, and printers.
• Perform first-level administration tasks, including password resets, user account creation and deletion, and mailbox administration.
• Provide basic support for Microsoft Active Directory, DHCP, DNS, Group Policy, and other related server technologies.
• Conduct backup checks, identify errors, and raise tickets for further investigation.

📋 Manage Incidents and Service Requests

• Log, track, prioritize, and route incidents and service requests while documenting resolutions accurately.
• Identify recurring issues and create problem records for root cause analysis.
• Manage complex technical issues within the team and provide escalation support when required.
• Maintain knowledge base articles, troubleshooting guides, and documentation to improve resolution times.

🤝 Deliver Excellent Customer Service

• Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery.
• Provide technical guidance and training to customers, engineering teams, and other internal stakeholders.
• Support technical projects by assisting project managers with scope, risks, and service requirements.
• Visit customer sites when necessary to provide hands-on technical assistance.

⚙️ Maintain Service Excellence

• Meet individual performance targets and service-level agreements (SLAs).
• Participate in a rotating 24/7 shift schedule and/or on-call roster as required.
• Follow company policies, procedures, and established IT service management practices.
• Contribute to continuous improvement initiatives and support additional responsibilities as assigned.

What We're Looking For:

✅ Technical Skills

• Working knowledge of Windows desktop and laptop hardware, software, and operating systems.
• Basic troubleshooting skills for printers and multifunction devices (MFDs).
• Familiarity with Microsoft Active Directory, account administration, mailbox administration, DHCP, DNS, and Group Policy.
• Knowledge of ITIL frameworks and IT service management practices.
• Experience with retail technologies, such as Point of Sale (POS) systems, Kitchen Display Systems (KDS), and Uninterruptible Power Supply (UPS), is an advantage.

✅ Experience

• Previous experience in a quick-service restaurant (QSR) or service station (servo) environment is essential.
• Strong experience in a technical, customer-facing support role.
• Background in service desk operations, incident management, and technical troubleshooting.

✅ Key Personal Attributes

• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Effective time management and the ability to prioritize tasks and meet deadlines.
• High attention to detail, accuracy, and quality of work.
• Logical, methodical, and analytical approach to problem-solving.
• Ability to work independently, stay motivated, and perform under pressure.
• Adaptability and a commitment to continuous improvement.
• Willingness to mentor colleagues, share knowledge, and lead by example.

🚀 Ready to Take the Next Step?

If you're eager to apply your technical expertise in a retail environment and help deliver reliable IT services, we'd love to hear from you!

Apply now and grow your career with us!