Service Desk Technician L1

Position Description:

1. Technical Support (L1/L1.5)

. Serve as the first point of contact for IT support requests from retail store employees.
. Troubleshoot and resolve issues related to: POS systems Barcode scanners Cash drawers Payment terminals (EDC machines) Printers & label printers Handheld devices (HHT/RDT) Store desktops, laptops, and tablets
. Provide remote assistance via phone, remote tools, chat, or ticketing systems.


2. Incident 

. Log and document all incidents and service requests in the ITSM tool (ServiceNow).
. Categorize, prioritize, and assign tickets as per SLA guidelines.
. Achieve high first-call resolution (FCR) by following knowledge base guides.
. Escalate unresolved issues to L2/L3 teams with complete troubleshooting notes.


3. Retail System Support

. Support store applications including POS software, inventory systems, CRM tools, and workforce ...