Service Desk Analyst.Store Support Services East

About the Role: Service Desk Analyst, Store Support Services

Panda Retail Company – Savola Group is seeking a Service Desk Analyst for Store Support Services in Dammam. This full-time role is focused on providing essential on-site and remote technical support to assigned stores. The analyst will ensure that IT incidents are resolved or escalated efficiently within established service levels, contributing to the continuous availability and proper operation of store technology.

Role Purpose and Scope

The primary purpose of this position is to maintain the operational integrity of Store IT systems. This involves comprehensive incident troubleshooting, conducting preventive maintenance visits, verifying IT assets, managing hardware replacements, and supporting various Store IT deployment activities. The role is critical in minimizing downtime and ensuring smooth technological operations across retail locations.

Key Responsibilities

• Provide on-site and remote technical support, troubleshooting Store IT hardware, operating systems, connectivity, and peripheral issues.
• Diagnose incidents, document troubleshooting activities in the IT service management system, resolve issues within scope, and escalate unresolved incidents to the appropriate technical teams.
• Support a wide range of Store IT equipment, including POS terminals and controllers, self-checkout systems, HHT/PDT devices, scales, printers, back-office computers, LAN/WLAN equipment, access points, UPS systems, and related peripherals.
• Perform scheduled store visits and preventive checks using approved checklists to verify the condition of Store IT equipment, IT rooms, connectivity, and UPS systems.
• Support the installation, replacement, configuration, relocation, and removal of Store IT hardware as required.
• Assist with assigned Store IT deployment activities, including new store openings, store renovations, hardware refreshes, POS deployments, mobility rollouts, and network-related tasks.
• Conduct basic installation validation and testing post-implementation, reporting any outstanding technical issues.
• Coordinate with store users, internal IT teams, and approved vendors for on-site support or technical follow-up, adhering to approved IT procedures, service management practices, safety requirements, and Store IT technical standards.

Required Experience

Candidates for this position should possess 0-1 year of relevant experience in technical support or a similar IT role. The ideal candidate will have foundational knowledge in IT hardware, operating systems, and network troubleshooting.

Work Environment and Location

This is a full-time position based in Dammam, requiring both on-site and remote support capabilities for various store locations. The role involves working within a dynamic retail IT environment, ensuring critical systems are operational.

Application Process

Interested applicants are encouraged to apply to join the Panda Retail Company – Savola Group team and contribute to maintaining robust IT services for our stores.