Analyst

Role Title L1 Store Help Desk Agent

Reports To Service Delivery Lead - Store Operations

Domain Store Help Desk & Operations (Reactive)

Location Offshore India - Noida

Shift Coverage 24 7 rotational shifts

Experience 1-3 years in voice support / help desk / retail technology support

Education Bachelor's degree in any discipline ITIL Foundation preferred

neutral English accent required

ROLE SUMMARY

L1 Store Help Desk Agents are the front line of the largest support domain. Fifteen agents across rotating 24 7 shifts handle inbound calls and tickets from Client store associates and managers across 500+ stores. The role is high-volume ( 360 tickets/day across the team), voice-led (calls come in via Cisco UCCX), and time-pressured (P1 store-down has a 10-minute response SLA). Agents follow Agent Assist runbook prompts, resolve what they can on first contact (target 70% FCR), and escalate to L2 only when the issue exce...