Service Desk Voice Analyst

The Service Desk Voice Analyst acts as the first point of contact for users calling the Service Desk, with a strong focus on retail store support, incident triage, L1.5 troubleshooting, call quality, and first contact resolution. The analyst will support store team members, distribution centres, corporate users, and third-party support groups by diagnosing and resolving technology issues that can impact store trading, customer experience, and day-to-day retail operations. This position requires a practical understanding of store operations, priority handling for trading-impacting incidents, and the ability to guide store users through POS, peripherals, access, network, and application issues over voice channels.

Key responsibilities

• Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach
• Actively listen to users to accurately capture symptoms, business impact, urgency, affected location, affected device, and user contact details
• Log all interactions accurately in the ITSM tool, such as ServiceNow or Jira, including call

note

s, troubleshooting performed, categorisation, priority, assignment group, and next actions

Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems

Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA

requirements

Provide L1 and L1.5 troubleshooting for Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access, and enterprise applications

Perform Active Directory and Azure AD support activities such as password reset, account unlock, group membership validation, MFA checks, and user access verification

Troubleshoot store technology issues including POS terminals, handheld devices, printers, scanners, registers, EFTPOS/payment peripherals, docking stations, monitors, and basic cabling/connectivity checks

Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff

Translate technical concepts into simple, easy-to-understand language for non-technical users across Supermarkets, distribution centres, support offices, and vendor teams

About you

High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment

Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded

• Proficiency with Windows 10/11 and/or macOS support in an enterprise environment
• Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks, and basic group membership support
• Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and Share

Point

• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting
• Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms

Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred

Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately