Senior Service Desk Technician Mr Price Group at Mr Price Group

Job Description

• Are you that “go to” some one in your team that handles all the technical escalations and vendors?
• Have you worked in a retail IT environment and are passionate about giving the best possible support?
• We have just the role for you!

Responsibilities

• Responsible for resolving support calls related to (but not limited to) Store Support, including POS systems and Microsoft SQL, Mobile Device Management or Store Network Infrastructure would be highly advantageous.
• Escalate calls to internal IT teams or vendors, working with vendors technicians to resolve calls.
• Attempt to get to the root cause of a repetitive problem and escalate repetitive trends to leadership teams.
• Accept incidents and communicate updates in order to solve user problems.
• Hosting meetings with vendors, holding vendors accountable to SLA, key metrics.
• Provide ongoing mentorship and on-the-job upskilling to Service Desk technicians, fostering knowledge sharing and cross-skilling within the team to build a more versatile and capable support environment.

Qualifications

• You have an IT qualification (or are currently completing your qualification part time)
• You have worked in an IT support role for at least 3 years and have knowledge of retail or store environments
• You've worked with POS software and SQL, Mobile device management or store network infrastructure
• You have previous leadership experience (This would be a huge plus)
• Your communication and conflict resolution skills are top notch