Career Opportunity

Analyst, Retail Store Systems Support

Ref #:

5580061

Department:

Information Technology

City:

Bangalore

State/Province:

Karnataka

Country:

India

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, and Club Monaco, among others, constitute one of the world's most widely recognized families of consumer brands

Position Overview

The Retail IT Analyst provides dedicated technical support for Retail Stores. This includes POS computer systems, hardware, and software via telephone, email and chat tools. This position is fast-paced and multi-task intensive, requiring excellent decision making and top-notch customer service skills. Working as part of a team, successful candidates will share their values and have an interest in working with the latest technologies to provide exceptional customer service to all Retail Stores in North America, EMEA and some countries in APAC.

Essential Duties & Responsibilities

  • Ability to provide exceptional customer service that results in high customer satisfaction
  • Utilize Information Technology Service Management (ITSM) for all work performed; adhering to established processes and raising ideas on how to improve service execution
  • Serve as the first point of contact to Retail Stores seeking assistance for POS hardware, software, workstations, printers, time clocks, UPS units, mobile devices, interactive screens or other Retail technical issues.
  • Properly ticketing all customer requests with detailed information regarding the issue reported. Retail IT Analysts are expected to provide accurate, descriptive, and complete information in all tickets in order to successfully relay information back to the customer or other support teams.
  • Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, IT templates, QR code Retail IT videos, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
  • Reduce the travel distance to a solution.
  • Be an advocate for customer requests; maintain ownership of request and follow through consistently to resolution
  • Increase Retail Stores satisfaction by increasing First Contact Resolution (FCR) rate.
  • Review open ticket queues and close tickets upon resolution daily
  • Understands how to triage and prioritize issues and escalate problems to management
  • Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives
  • Responsible for ensuring that users are provided efficient and SLA-based support on a 24/7 basis 
  • Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
  • Always display the utmost professionalism with team members as well as end-users.

Experience, Skills & Knowledge

  • Experience with Retail Store Systems Operation and ITES operations
  • Flexible to work 24/7 Support model (Rotational Shifts)
  • Windows 2016/ 2019 & Windows Server
  • POS (Point of Sale)
  • POS scanners
  • Receipt printers
  • Barcode scanners
  • Experience in support and configuration of Microsoft Office, Microsoft Windows, and basic network troubleshooting
  • Experience in ServiceNow, Active Directory, O365, Citrix, Xstore, SQL, Oracle

#LI-NP1

Analyst, Retail Store Systems Support