Administrator (Support & Operations)

Job description

The Service Desk Analyst L2 is responsible for providing advanced technical support and operational assistance for end-user computing, retail store technologies, Point-of-Sale (POS) systems, payment applications, and enterprise IT services. The role acts as an escalation point from Level 1 support, performing in-depth troubleshooting, root cause analysis, and resolution of complex incidents while ensuring adherence to service levels and business continuity requirements. The successful candidate will possess strong technical expertise across retail applications, payment platforms, infrastructure technologies, and IT Service Management processes. The role requires close collaboration with business stakeholders, vendors, engineering teams, and service delivery functions to ensure stable and efficient service operations. Key Responsibilities Service Desk & Incident Management Provide Level 2 technical support for incidents, service requests, and major incident resolution activities. Act as an escalation point for unresolved issues from Level 1 support teams. Perform detailed troubleshooting and diagnosis of application, infrastructure, endpoint, and network-related issues. Manage incidents throughout their lifecycle and ensure timely resolution in accordance with defined SLAs. Conduct root cause analysis and contribute to problem management activities to eliminate recurring issues. Support Major Incident Management activities and participate in bridge calls during business-critical outages. Maintain accurate documentation of troubleshooting activities, resolutions, and known errors. Monitor ticket queues and ensure compliance with quality, process, and operational standards. Identify service improvement opportunities and recommend corrective and preventive actions. Contribute to knowledge management initiatives by creating and maintaining knowledge articles and standard operating procedures. Customer & Business Support Serve as a technical advisor for end users, store personnel, and business stakeholders. Provide regular communications and updates on incidents, service requests, maintenance activities, and service disruptions. Work collaboratively with internal resolver groups, vendors, and third-party support teams. Support business-critical retail operations, ensuring minimal disruption to store activities and payment processing systems. Participate in operational governance reviews and service improvement discussions. Retail & POS Technology Support Leadership & Shift Management Responsibilities Act as the designated Shift Lead and operational escalation point during assigned shifts, ensuring seamless service delivery and adherence to Service Level Agreements (SLAs). Provide day-to-day leadership, guidance, and technical support to Service Desk analysts, ensuring consistent service quality and operational excellence. Manage and coordinate shift activities, including workload distribution, queue management, ticket prioritization, and resource utilization to achieve operational targets. Serve as the first point of escalation for critical incidents, major incidents, customer concerns, and prolonged service disruptions. Lead Major Incident bridge calls, coordinate resolver groups, track action items, and provide timely stakeholder communications until service restoration is achieved. Monitor service desk performance, ensuring adherence to SLA, KPI, quality, compliance, and customer experience objectives. Conduct shift handovers and operational reviews to ensure continuity of support across global teams and support locations. Support workforce management activities, including shift scheduling, leave planning, training coordination, and resource coverage management. Coach, mentor, and develop Service Desk analysts through knowledge sharing, side-by-side support, quality reviews, and performance feedback. Key Responsibilities Review incident trends, recurring issues, and operational metrics to identify opportunities for process improvements, automation, and service optimization. Ensure Knowledge Base articles, Standard Operating Procedures (SOPs), work instructions, and troubleshooting guides are regularly reviewed and updated. Drive adherence to ITIL processes including Incident, Problem, Change, Request Fulfilment, Major Incident, and Knowledge Management practices. Collaborate with customers, vendors, application teams, infrastructure teams, and business stakeholders to ensure rapid issue resolution and service stability. Support audit, security, compliance, and governance requirements in accordance with organizational and customer policies. Assist Service Desk Management in preparing operational reports, service reviews, shift performance dashboards, and customer governance updates. Act as a role model for customer service excellence, professionalism, accountability, and continuous improvement within the Service Desk function. Additional Preferred Experience for Shift Lead Role Prior experience leading or mentoring Service Desk teams in a 24x7 support environment. Experience managing Major Incidents and business-critical retail outages. Strong exposure to ServiceNow reporting, dashboard analysis, and queue management. Experience supporting Retail Store Operations, POS platforms (Retalix, NCR, Aloha), Payment Solutions (Verifone), and Kitchen Management Systems (KMS). Knowledge of workforce planning, operational governance, and customer service management. Additional Key KPIs for Shift Lead Shift SLA Compliance. Major Incident Resolution Effectiveness. Queue Health and Aging Management. Team Productivity and Utilization. Escalation Management Performance. Customer Satisfaction (CSAT). Knowledge Management Contribution. Service Improvement Initiative Delivery. Audit and Compliance Adherence. Provide Level 2 support and troubleshooting for retail and hospitality technology platforms, including: Retalix POS Platform Troubleshoot store-level transaction processing issues. Support POS configuration, application errors, and store operational incidents. Coordinate with application support teams for defect management and problem resolution. Verifone Payment Solutions Diagnose payment terminal failures, transaction declines, settlement issues, and device communication problems. Support payment gateway integrations and card processing-related incidents. Coordinate with payment service providers and vendors for issue resolution. NCR Retail Systems Support NCR POS terminals, self-checkout systems, printers, scanners, and peripheral devices. Troubleshoot hardware and software failures impacting retail operations. Coordinate vendor engagement for break-fix activities. Aloha POS Provide support for Aloha point-of-sale environments within retail and hospitality locations. Troubleshoot order processing, menu configuration, payment processing, and application-related issues. Support store operational activities during upgrades and deployments. Technical Skills & Expertise End User Computing Windows 10 and Windows 11 Administration and Troubleshooting. Microsoft 365 Administration and Support. Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint support. Desktop, Laptop, Printer, and Peripheral Device Support. Mobile Device Support (iOS and Android). Identity & Access Management Active Directory Administration. Azure Active Directory (Entra ID) fundamentals. User provisioning, deprovisioning, and access management. Password management and authentication troubleshooting. ITSM & Service Operations ServiceNow or equivalent ITSM platform. ITIL Incident Management. Problem Management. Change Management. Request Fulfilment. Knowledge Management. Service Level Management. Infrastructure Support DNS, DHCP, VPN, and network connectivity troubleshooting. Remote support and endpoint management tools. SCCM, Intune, Remote Desktop Tools, and related technologies. Skill Requirements Basic server support and monitoring tools. Leadership & Operational Responsibilities Mentor