POS Help Desk Analyst

J.CREW

Job Description: NY Office

 

Title: POS Help Desk Analyst

Reports to:  POS Help Desk Manager

 

Overview:    Technical support for Store POS Systems/Applications

 

 

Responsibilities

 

? General POS Help Desk Store System Support (Level 2-3) for the JCrew chain

? Interface with outsourced level 1 Help Desk

? Trouble-shoot all technical issues related to store hardware and software

? Dispatch and follow-up on service technicians for store issue resolution

? Maintain incident tickets in data base by opening new tickets and posting follow up calls to existing tickets

? Track the delivery of new and return of replaced POS equipment

? Process daily polling reporting and various other application reports

? Follow daily task check list

? Retrieve mis-polled sales and traffic files and process them into appropriate applications including SAP and Loss Prevention Applications

? Assist with roll out of new software releases including testing

? Assist with set-up and ?burn? of new store POS equipment

? Perform testing with service technicians on new store equipment installs

 

 

Qualifications

 

? Customer service orientated

? 2-3 years experience providing tech support and troubleshooting in a POS environment

? Excellent communication skills (especially via phone)

? Willingness to handle critical issues after normal business hours via cell phone or pager

? Open to varying daily work schedules between 6AM and 5:30PM as well as Saturday and Sunday on a rotating basis

? Computer literate including familiarity with MS Operating Systems and other software tools