Help Desk Analyst

KWI • Melville, NY

224d • $22

About The Position

The Help Desk Analyst is responsible for all support incidents generated from both internal teams and external retail clients, facilitating direct mobile application support for KWI’s clients’ stores. The Help Desk Analyst manages all support calls, and then work to troubleshoot, triages issues, and escalate issues to Senior Analysts and Team Management when necessary. The shift is Wednesday 8am to 7pm and Thursday to Saturday 5am to 4pm. The first two weeks of training will be Monday to Friday from 9am to 6pm.

Requirements

• College/ Technical school preferred
• Basic understanding of Networks
• 1+ year experience in Support Services call center support
• Must be capable of working under high pressure environment to get the job done quickly and effectively with customer satisfaction being the ultimate measure of success
• Self-starter in an entrepreneurial environment
• Familiarity with the retail environment (POS, MPOS, and associated components)
• Working knowledge of POS & MPOS systems, and SQL. Must be capable of constructing basic SQL and system logs queries to aid the troubleshooting process
• Ability to work overnight schedule, including weekends and holidays

Responsibilities

• Escalate Priority 1 Tickets to Senior Analysts
• Provide the very highest level of service to KWI’s Clients
• Solicit and expound upon all available information from the customer regarding details of system issues (hardware/software/network) & make every possible attempt to resolve
• Identify and escalate open issues that represent risk
• Troubleshoot, diagnose, and resolve mobile POS technical issues reported
• Ensure calls are clearly documented and properly tracked
• Provide restorative and/or maintenance actions where possible to resolve customer issues and follow up for any unresolved problems
• Identify trends of incoming calls and report to Senior Analysts
• Manage priority amongst multiple simultaneous requests
• Ensure customers are kept well informed of the status of their requests
• Make recommendations on standards and procedures for support operations

Benefits

• Full Medical, Dental and Vision
• Annual bonus eligible
• Free gym in the building
• Generous PTO policy
• Summer Fridays....all year round
• Tuition Reimbursement
• Discount from building café
• 401(K) with a 50% company match (up to 6% of employee contribution)
• Employee Referral Program
• (1) Volunteer day each year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees