Operations - Store Support Analyst

TCC•Fishers, IN

18d•Onsite

About The Position

Reports to the Director of Store Support providing assistance and support to store personnel for Level 1 Services with the primary goal of enabling retail sales. Provides enhanced troubleshooting and resolution of incidents. The Store Support Analyst will be proficient in addressing all Core Level 1 Services. Responds to all requests in a prompt and timely manner. Key activities for this role include: Proficient in solving Core Level 1 Services. Able to work with minimal manager direction. Recognizes and escalates when a Problem is identified. Manages incidents via telephone, in person, email, chat and through self- service portal/App. Recommends process improvements to the support model. Provides first line support by troubleshooting incidents related to Level 1 Services. Effectively documents troubleshooting steps to provide escalation teams enough information to resolve issues escalated to Level 2 Support. Takes ownership of end user issues; provides status updates on behalf of the user and communicates progress in a timely manner. Maintains a high degree of customer service for all support queries and adheres to all Service Management principles Develops support documentation in collaboration with other Store Support teams and utilizes the documentation to assist in troubleshooting Works with external partners (vendors) for support where issues cannot be resolved internally. Responds to complex “How To” questions of Business Operational processes, external applications, internal applications, and other Level 1 Services. Effectively uses ServiceNow for managing incident work. May use other tools such as knowledge bases, mobile device management tools and asset tracking as needed. Has a fundamental understanding of ITIL and ITSM. Will maintain a 90% plus customer satisfaction rating of “Completely Satisfied”.

Requirements

High school diploma, general education degree (GED) or related support experience in an area such as IT, Operations or Retail.
Proficient in the use of Microsoft Windows and Office products.
Basic Knowledge of networking fundamentals and Mobile Devices.
Solid understanding of general business operations.
Excellent inter-personal skills.
Strong verbal and written communication skills.
Problem solving and analytical capabilities.
Ability to execute assigned tasks swiftly, efficiently, and qualitatively.
Ability to move and handle computer equipment generally weighing 0-50 pounds.
Position involves spending long hours sitting using computers, which requires attention to detail and high levels of accuracy.
The ability to read and understand technical and operational documentation.
documents provided by other teams for support.

Nice To Haves

An Associate degree in IT or Business with 2+ years of support experience is preferred.
Experience in a TCC store setting is desired.
Adaptability – must adjust quickly to changes in business or IT strategy.
Negotiation Skills – ability to resolve issues, prioritize efforts and manage resources.
Self-Motivation – will take unsolicited actions toward achieving overall objectives.
Strong Communication – strong written and verbal to influence, lead and motivate others.
Customer Focus – Ability to establish strong relationships across all levels of organization.
Leadership – demonstrated leadership capabilities, ability to organize and motivate.
Strategic & Execution-oriented – possesses the ability to balance strategic visions and execution capabilities to deliver results.
Progressive – conceptual, analytical and strategic skills and a vigorous thought process.
Team Player – the ability to sell change effectively and influence others.
Problem-Solver – relentless sense of urgency, strong intellectual horsepower, thorough and insightful with a “Can Do” attitude.

Responsibilities

Provides assistance and support to store personnel for Level 1 Services.
Provides enhanced troubleshooting and resolution of incidents.
Proficient in addressing all Core Level 1 Services.
Responds to all requests in a prompt and timely manner.
Manages incidents via telephone, in person, email, chat and through self- service portal/App.
Recommends process improvements to the support model.
Provides first line support by troubleshooting incidents related to Level 1 Services.
Effectively documents troubleshooting steps to provide escalation teams enough information to resolve issues escalated to Level 2 Support.
Takes ownership of end user issues; provides status updates on behalf of the user and communicates progress in a timely manner.
Maintains a high degree of customer service for all support queries and adheres to all Service Management principles.
Develops support documentation in collaboration with other Store Support teams and utilizes the documentation to assist in troubleshooting.
Works with external partners (vendors) for support where issues cannot be resolved internally.
Responds to complex “How To” questions of Business Operational processes, external applications, internal applications, and other Level 1 Services.
Effectively uses ServiceNow for managing incident work.
May use other tools such as knowledge bases, mobile device management tools and asset tracking as needed.
Has a fundamental understanding of ITIL and ITSM.
Will maintain a 90% plus customer satisfaction rating of “Completely Satisfied”.