Retail Operations Help Desk Analyst

Position: L1 Technical Help Desk Support – Retail Operations

Location: Mumbai / Navi Mumbai

Experience: 0–2 Years

Role Purpose

The L1 Technical Help Desk Support executive will be the first point of contact for retail outlet staff for operational and equipment-related issues, ensuring quick response, proper coordination, and minimum downtime to support smooth retail operations.

Key Responsibilities

• Act as the first-level support for retail outlets through phone, email, or help desk system
• Register complaints and service requests from outlets accurately
• Provide basic guidance and troubleshooting for:
• Forecourt and allied equipment (basic checks)
• Connectivity or communication-related disruptions impacting operations
• Power supply–related and equipment health issues
• Perform preliminary checks, resets, and validations as per standard operating procedures
• Coordinate with field technicians, vendors, and support teams for site visits and resolution
• Escalate critical operational issues affecting sales, safety, or compliance as per escalation matrix
• Monitor open complaints and follow up for timely closure
• Update outlet staff on status and expected resolution timelines
• Maintain call logs, complaint records, and basic daily/weekly reports
• Support rollout of new outlets or equipment by providing coordination assistance

Skills & Competencies

• Basic understanding of retail outlet operations and equipment (preferred)
• Ability to follow SOPs and troubleshooting checklists
• Good communication skills in English and local language
• Customer-oriented and solution-driven approach
• Ability to work under pressure in time-sensitive environments
• Willingness to work in shifts, including weekends and holidays

Educational Qualification

• Graduate in Mechanical, Electrical
• Relevant technical training – preferred

Experience

• Fresher to 2 years of experience in retail operations support / help desk / technical coordination