Service and Support Analyst

3 weeks ago

Bengaluru, India Xforia Technologies Full time

Job Title:
Service and Support Analyst Dining Services & Retail Systems

Years of exp : 4+yrs

Job Summary:
The Service and Support Analyst provides technical and operational support for the Dining Services and Gift Shop retail systems, primarily focusing on the Symphony point-of-sale (POS) platform and the GEMpay Badge Payroll Deduct system. This role ensures seamless day-to-day operations, resolves system issues, and collaborates with business stakeholders to enhance user experience and system performance.

Key Responsibilities:

  • Provide frontline support for the Symphony POS system used in Dining Services and Gift Shops, including troubleshooting hardware and software issues.
  • Manage and resolve Badge Payroll Deduct (GEMpay) system issues, ensuring accurate and timely payroll deductions for purchases.
  • Collaborate with business units to understand operational needs and deliver effective technical solutions.
  • Monitor system performance and escalate complex issues to vendors or internal T&D teams as needed.
  • Assist with system upgrades, testing, and go-live support for new implementations or enhancements.
  • Train end users on system functionality and best practices.
  • Document support procedures, issue resolutions, and system configurations.
  • Participate in cross-functional projects to improve service delivery and system integration.

Qualifications:

  • Experience supporting POS systems, preferably Symphony or similar retail platforms.
  • Familiarity with payroll deduction systems such as GEMpay.
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service abilities.
  • Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills:

  • Experience with Symphony POS and GEMpay or similar retail/payroll systems.
  • Strong troubleshooting and customer service skills.
  • Ability to mentor and guide Team members or Consultants.
  • Familiarity with project management principles and tools.
  • Excellent communication, organization, and time management skills.

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