Darren
on Aug 30, 2007Stores Support Center Analyst
Stores Support Center Analyst
Mervyns LLC, headquartered in the San Francisco Bay Area, is a family-friendly promotional neighborhood department store offering trend-right fashions and home decor for the entire family at affordable prices. With 173+ locations in 6 states, Mervyns has a well-earned reputation for its extensive selection of national and private-label fashions and house wares. We are currently looking for an outstanding candidate for this position in the Information Technology area of our Corporate Headquarters in Hayward, California.
POSITION SUMMARY:
The Stores Support Center Analyst will be responsible for providing 1st and 2nd level support for all Mervyns store POS systems. Primary support will be via the Store Support Call Center. To maintain success, this position will heavily utilize desktop management tools, application distribution systems and methodologies, as well as perform and support application and installations as needed.
In addition, the Store Support Analyst will assist stores in troubleshooting handheld scanners, register scanners, debit pads, axiom blasters, stores printers and all aspects of the Stores POS systems. This position may also be called upon to participate in rollouts as well as participate in company wide initiatives and projects as needed.
POSITION RESPONSIBILITIES:
? Provide First Level support to all Store Associates.
? First Level Support includes service requests, system status, network connectivity, and telecom and hardware/software issues for all store applications, hardware and operating systems.
? Perform Second level support of all store end users as needed.
? Follow up on out-of-SLA problem and request tickets.
? Maintain required recordkeeping, including logging calls into the help desk database, reporting time, and anything else as directed.
? Escalate problems to the Supervisor, and other IT departments when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems.
? Provide strong customer service for internal IT teams as well as end users. Work closely with the IT and Store Communications teams to communicate issues/outages.
? Effectively interpret, diagnose, and thoroughly document reported problems.
? Ensure proper logging of all calls received and assist in identifying, tracking, and escalating problem trends and training issues.
? Provide analysis to upper management on reporting of issues and resolution of same.
? Analyze and update internal documentation to provide a consistently high level of service to our end users.
? Meet or exceed targeted monthly goals for schedule adherence, department service levels, and customer service quality scores.
? Provide feedback and work closely with third party vendors, as needed.
? This is a highly visible position with the customer and will be openly scrutinized. The candidate for this position must be flexible and very reliable while supporting the customer.
POSITION REQUIREMENTS:
? Bachelor?s or Associate?s Degree preferred (or equivalent experience), preferably in computer science, electrical engineering or information systems.
? Strong knowledge of MS Windows Operating Systems-XP specifically.
? Experience in working with Help Desk Problem Management applications and reporting tools such as BMC Remedy and MAGIC
? Working knowledge of Microsoft Active Directory and SMS
? Experience working in a Help Desk environment with installations and technical support.
? Experience working in a customer service/retail store environment a plus.
? Strong verbal and written skills. Must be able to communicate with technical and non-technical associates as well as senior management audiences.
? Must be a team player and work well with others
? Must be able to work flexible hours
Mervyns LLC, headquartered in the San Francisco Bay Area, is a family-friendly promotional neighborhood department store offering trend-right fashions and home decor for the entire family at affordable prices. With 173+ locations in 6 states, Mervyns has a well-earned reputation for its extensive selection of national and private-label fashions and house wares. We are currently looking for an outstanding candidate for this position in the Information Technology area of our Corporate Headquarters in Hayward, California.
POSITION SUMMARY:
The Stores Support Center Analyst will be responsible for providing 1st and 2nd level support for all Mervyns store POS systems. Primary support will be via the Store Support Call Center. To maintain success, this position will heavily utilize desktop management tools, application distribution systems and methodologies, as well as perform and support application and installations as needed.
In addition, the Store Support Analyst will assist stores in troubleshooting handheld scanners, register scanners, debit pads, axiom blasters, stores printers and all aspects of the Stores POS systems. This position may also be called upon to participate in rollouts as well as participate in company wide initiatives and projects as needed.
POSITION RESPONSIBILITIES:
? Provide First Level support to all Store Associates.
? First Level Support includes service requests, system status, network connectivity, and telecom and hardware/software issues for all store applications, hardware and operating systems.
? Perform Second level support of all store end users as needed.
? Follow up on out-of-SLA problem and request tickets.
? Maintain required recordkeeping, including logging calls into the help desk database, reporting time, and anything else as directed.
? Escalate problems to the Supervisor, and other IT departments when necessary. Assist with information gathering, communication, or as requested in the resolution of escalated problems.
? Provide strong customer service for internal IT teams as well as end users. Work closely with the IT and Store Communications teams to communicate issues/outages.
? Effectively interpret, diagnose, and thoroughly document reported problems.
? Ensure proper logging of all calls received and assist in identifying, tracking, and escalating problem trends and training issues.
? Provide analysis to upper management on reporting of issues and resolution of same.
? Analyze and update internal documentation to provide a consistently high level of service to our end users.
? Meet or exceed targeted monthly goals for schedule adherence, department service levels, and customer service quality scores.
? Provide feedback and work closely with third party vendors, as needed.
? This is a highly visible position with the customer and will be openly scrutinized. The candidate for this position must be flexible and very reliable while supporting the customer.
POSITION REQUIREMENTS:
? Bachelor?s or Associate?s Degree preferred (or equivalent experience), preferably in computer science, electrical engineering or information systems.
? Strong knowledge of MS Windows Operating Systems-XP specifically.
? Experience in working with Help Desk Problem Management applications and reporting tools such as BMC Remedy and MAGIC
? Working knowledge of Microsoft Active Directory and SMS
? Experience working in a Help Desk environment with installations and technical support.
? Experience working in a customer service/retail store environment a plus.
? Strong verbal and written skills. Must be able to communicate with technical and non-technical associates as well as senior management audiences.
? Must be a team player and work well with others
? Must be able to work flexible hours
Posted By
Darren
on Aug 30, 2007Are you a staffing professional?
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