The IT Maintenance Support Analyst works with 3rd part maintenance providers to ensure they are providing the correct level of support as listed in the contract. They also help manage and resolve incident and request tickets along with customer inquiries and escalations.
Must have -
Work on and manage the Asset Management Hardware support tickets
Send email to stores regarding disposal of our assets or follow ups to tickets.
Work and manage daily reports from our Service vendors to make sure our database is update correctly.
Work and manage all new purchases from our vendors to make the equipment is loaded into our database.
Manage our database for the Asset Management process; adding new assets and model numbers when necessary.
Work with other business units to make sure we have all assets in our database.
Periodic Data Validations done to make sure our information is accurate in the database.
Help create and review reports of our assets in the database for accurate information.
Verify discovery assets using our discovery tool to make sure information is updated correctly in our database.
Good to have
Manages customer and vendor escalations to resolution
Identifies areas of process improvement for SHC and the vendors
Improves Maintenance Support processes
Supports audits related to SLAs and depot stock levels
Interfaces with other Systems Management process teams/managers as required
Help create and review reports with service performance of vendors
Reviews all vendor report discrepancies
Manage depot stock inventory
Reviews depot inventory for variances with Asset Mgmt database records
Works with other business units and store operations on information and reports
Sends emails regarding Non-Returned devices to be charge back
Manages and tracks support/backup data for charge backs
Reviews and helps manage aging tickets assigned to the vendors and help resolve ticket resolution issues with vendors and their systems
Updates the Asset Management database as needed to reflect asset changes made by the maintenance support vendors
Assist with streamlining processes and procedures and finding additional cost savings.
Help manage receiving discrepancies at the depots and work through resolution
Review, identify and work with vendors to get co-terminus support quotes for warranty devices
Good understanding of Asset Management Hardware process, policies and procedures
Service Now tool?
Proficient with Microsoft Excel
Proficient with MS Outlook
Ability to recognize trends
Ability to perform analysis and apply results to process improvement
Ability to follow procedures and identify when changes are required
Good oral and written communication skills
Good conflict management skills
Ability to monitor and manage progress of tasks
Ability to identify problems and note trends
Good analytical and planning skills
Ability to be able to manage escalations through to resolution
Fluent English & excellent communications
Required Education and Experience
Bachelors degree preferred or equivalent experience
3+ years in IT Vendor Management support
Minimum of 1 year experience in Retail
Minimum of 03-05 years in Information Technology
ITIL v3 Foundations certificate