Responsibilities
- Deliver exceptional service and assistance to customers to create consistently positive experiences
- Address and close all Cherwell support tickets within established service level agreements
- Support the execution of retail store IT initiatives while adhering to budget and timeline requirements
- Acquire all necessary IT equipment for retail store operations
- Help develop and maintain documentation for store implementation processes
- Orchestrate IT-related tasks connected to store infrastructure relocations or changes
- Oversee the preparation and assembly of IT hardware for retail projects when needed
- Support team members during retail and construction-related project activities as required
- Maintain clear and timely communication with IT teams, store leadership, technology units, project managers, and external vendors
- Monitor and record the movement of technology assets and report data to the asset management lead
- Organize efficient and cost-conscious disposal of retired store equipment in line with company policies
- Provide intermediate to advanced hardware support for store staff in a timely manner
- Ensure all incidents are accurately documented and resolved in Cherwell according to defined operational and service level agreements
- Oversee third-party IT vendors engaged on behalf of the organization
- Verify that project timelines and schedules are met as communicated
- Confirm vendor pricing complies with pre-approved rate structures
- Ensure vendor performance meets organizational standards and expectations
- Assist with project execution as needed
- Advocate for the customer by prioritizing their needs in all decisions and design efforts
- Proactively recognize and anticipate customer requirements and expectations
- Adopt and explore technology that enhances both high-tech functionality and personal engagement for customers
- Challenge existing processes by identifying improvement opportunities, diagnosing problems, and implementing solutions
- Work collaboratively to develop adaptable and iterative solutions efficiently
- Share technical expertise with colleagues and actively learn from those with deeper knowledge
- Help team members understand the impact of their contributions and proactively consult with other departments for input
Work Arrangement
On-site
