Bengaluru, Karnataka
Job Summary
Job Summary 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 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.
Key Responsibilities
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. Basic server support and monitoring tools. Leadership & Operational Responsibilities Mentor and support Level 1 analysts on troubleshooting techniques and process adherence. Assist in onboarding and knowledge transfer activities for new team members. Participate in shift handovers and operational readiness reviews. Contribute to continuous improvement, automation, and service transformation initiatives. Support audit, compliance, and security requirements in line with organizational standards. Participate in disaster recovery and business continuity support activities where required. Required Qualifications Bachelor\'s Degree in Computer Science, Information Technology, Engineering, or a related discipline. 3-5 years of experience in Service Desk, Technical Support, IT Operations, or Retail Technology Support. Experience supporting Retail, Hospitality, POS, or Payment Processing environments. Working knowledge of enterprise IT infrastructure and service management processes. ITIL Foundation Certification preferred. Exposure to Retail Store Support Models and Vendor Management practices is desirable. Preferred Experience Retail Store Operations Support. Point-of-Sale (POS) Environments. Payment Processing and Financial Transaction Systems. Store Opening and Store Closing Support Activities. Vendor Coordination and Escalation Management. Knowledge Base Administration and Documentation. Monitoring and Event Management Platforms. ServiceNow ITSM Operations. Core Competencies Advanced Troubleshooting and Analytical Skills. Customer Service Excellence. Strong Communication and Stakeholder Management. Incident Ownership and Accountability. Problem Solving and Decision Making. Team Collaboration and Mentoring. Operational Discipline and Process Compliance. Ability to perform effectively in a fast-paced, 24x7 support environment. Key Performance Indicators (KPIs) SLA Compliance. Incident Resolution Time. First Call Resolution (FCR). Mean Time to Restore Service (MTRS). Customer Satisfaction (CSAT). Knowledge Article Contributions. Ticket Quality and Documentation Accuracy. Major Incident Resolution Effectiveness. Operational Compliance and Audit Adherence.
Skill Requirements
Other Requirements
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