IT Help Desk

Ampcus Inc.•Louisville, KY

3d•Onsite

About The Position

The position is responsible for providing first level support and troubleshooting for every CLIENT manager and team member that calls or chats with the CLIENT Restaurant Service Desk. Our support includes but is not limited to in restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that CLIENT teams face on a daily basis.

Requirements

Good organizational, oral/written communication, and problem solving skills.
Good understanding of computer concepts (PC Fundamentals/Operating Systems).
Ability to type 40 words per minute.

Nice To Haves

Some college preferred.
Minimum of 1 of year previous help desk/call center experience is desired.
Spanish fluency is desired.
Basic understanding of restaurant operations is desired.

Responsibilities

Analyze and resolve hardware, software and operational issues within our service level agreements.
Maintain a basic understanding of CLIENT operational procedures.
Log all incidents into an Incident Management System with clear, concise language.
Work in an efficient/fast-paced environment to meet or exceed team and individual service targets.
Achieve an on target or above rating on quality, service, and productivity metrics.
Follow proper escalation path when necessary to resolve issues.
Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs.
Provide stellar customer service to our customers, treating every call with respect and positive energy.
Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues.
Participate in all individual and group training initiatives.