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Service and Support Analyst

Service and Support Analyst

SkybeyoMiami, FL, United States
6 days ago
Job type
  • Full-time
Job description

Job Title : Service and Support Analyst

Location : Miami, FL, US | Onsite

Client : Infosys

End Client : Symphony

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. 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 Simphony POS system used in Dining Services and

Gift Shops, including troubleshooting hardware and software issues.

  • 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 Simphony or similar retail platforms.
  • 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 Simphony POS 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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