Job Title

Help Desk Lead Pet Valu The Help Desk Team Lead is tasked with ensuring efficient operation of the Help Desk on a day-to-day basis. They will be the primary contact for issues and escalations when the Help Desk Manager is out of office or unavailable. Essential Duties And Responsibilities Receive calls from end-users across the company and assist with POS & head office systems. Maintain and track requests/tickets using the call and ticketing software. Ensure proper follow-up and timely resolution of tickets. Test new releases of POS software and QA testing results communicated to development team. Test store flyers and ensure promotional pricing correctly charged at POS system prior to release. Communicate testing results to merchandising team and problems to second level support teams as necessary. Initiate service calls for malfunctioning store systems including POS hardware, networking equipment, and store laptops. Follow-up on calls to ensure proper closure. Lead Help Desk projects such as system updates and communication of process changes. Communicate progress to Help Desk Manager. Safety Operate in a way that builds trust with our customers, pets, and ACEs. Compassion Communicate and act from the heart with genuine care and courtesy. Expertise Provide knowledge in an understanding and informative way. Efficiency Use time and resources responsibly. Education And Experience High School Diploma Preferred: College diploma in technology or business-related field Minimum 2-4 years experience in customer support Minimum 1-2 years experience supporting a team in a Help Desk Environment Demonstrated experience troubleshooting hardware and software Retail experience, preferably with a Point-of-Sale system (POS) is an asset. Knowledge And Skills Strong customer service and problem-solving skills Excellent verbal and concise written communication skills Proficient in speaking, reading, and writing English. Computer literate and general aptitude for learning new proprietary and commercial software programs. Ability to prioritize Analytical approach Experience with MS Office (Word and Excel) is essential. Supervisory experience Excellent team player Ensures proper escalation of urgent issues Ensures there is full coverage during times when Help Desk manager is unavailable (vacations) Seniority Level Mid-Senior level Employment Type Full-time Job Function Information Technology Industries Retail Referrals increase your chances of interviewing at Pet Valu by 2x #J-18808-Ljbffr