Tier 1 Help Desk Technician

Answer inbound calls with consistent quality using standardized scripting. Log service issues and create tickets in the ticketing system. Provide support for IT, POS systems, CCTV, maintenance, repairs, and alarms. Troubleshoot retail systems, including POS, back-office software, credit, and fuel networks. Ensure high service quality, meeting performance metrics like first-call resolution and satisfaction. Escalate unresolved issues when necessary. Adhere to call center and company standards.

At least 1 year of customer service or IT technical support experience, preferably in a call center environment. Familiarity with Windows PCs, Microsoft 365, and hardware troubleshooting. Proficiency in ticketing systems like ServiceNow or Service Channel (preferred). Flexible schedule, including weekends and holidays. Knowledge of POS systems and enterprise retail software (e.g., PDI/Enterprise 8) is advantageous.

Skills & Competencies High school diploma required; associate or bachelor’s degree in IT is a plus. Strong communication skills with the ability to explain technical concepts effectively. Excellent problem-solving, multitasking, and prioritization abilities. Customer-focused approach and active listening skills.