Analyst, Restaurant Technical Support, Level 1

About the position

The Analyst, Restaurant Technical Support Level 1 reports to the Service Desk Manager and is responsible for supporting all technical services within the restaurant. This role has the opportunity to impact all four key results multiple times each day.

Responsibilities

• Take calls from the restaurant and then registers an incident within ServiceNow, the ITSM tracking tool
• Work incidents reported by the restaurant through the Self Service Portal (SSP)
• Work with third party field technicians
• Quickly categorize each incident
• Utilizing the Knowledge Management System combined with strong problem-solving skills attempt to restore service
• Create draft KBA proposals for new or enhanced knowledge articles
• Pursue possible workarounds to mitigate the impact of the issue where service cannot be restored
• Escalate all issues that cannot be resolved within thirty minutes to the proper Level 2 function

Requirements

• Understanding what great service looks like and a heart for delivering great service to our restaurants
• Ability to tightly follow process
• Comfortable operating with a constant sense of urgency
• Analytical thinking with strong problem-solving skills
• Strong phone skills
• Ability to document good case notes while working an issue that can be understood by others
• Ability to collaborate and function within a team environment while also being able to work standalone to restore service
• Comfortable navigating within a windows operating system's file structure

Nice-to-haves

• Basic understanding of Point Of Sales support
• Basic understanding of network connectivity
• Available to work every other weekend and a non-traditional work schedule

Benefits

• Medical/dental/vision insurance
• Life insurance
• Paid vacation/holidays
• 401(k) with company match
• Generous dining discounts
• Annual bonus potential
• Onsite gym
• Opportunities for onsite Yoga and boot camp programs
• Work/Life/Fun balance in a casual and collaborative work environment
• Company-wide events and celebrations
• Regular volunteer opportunities with community give back programs