IT Helpdesk Analyst

KFC•Irvine, CA

1d•Hybrid

About The Position

Based in our Irvine, CA Support Center and reporting to the Manager of our Helpdesk. This person will support The Habit Burger's entire technology stack via phone, email, through our ticket management system, and in person. This is an IT Position in a fast-paced, rapidly growing restaurant chain. The Service Desk Analyst is expected to provide excellent customer service while troubleshooting technical issues. This position requires a highly detail-oriented person capable of staying calm under pressure and walking less technical individuals through troubleshooting steps. The ideal candidate has previous customer service experience in either a restaurant or retail environment and has either 6 months of Service Desk support experience or entry-level technical training and certifications. Our Service Desk is operated almost 24 hours per day, 7 days a week - weekend work will be required.

Requirements

6 months of Service Desk support experience or entry-level technical training and certifications.
Ability to multitask and work over the phone, web browser chat or email.

Nice To Haves

Previous customer service experience in either a restaurant or retail environment.
Spanish speaking is a plus.
Some travel may be required to visit restaurant locations including out of state.

Responsibilities

Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
Consult with service desk team members to resolve issues.
Initiate service orders to dispatch technicians to resolve technology or facility issues.
Troubleshoot basic issues related to restaurant technology (i.e., connectivity issues, software upgrades, etc.).
Complete password reset requests.
Assist stores with questions related to restaurant technology and applications.
Resolve previously identified (known) issues utilizing the knowledge base.
Log incident details.
Document ALL communication and troubleshooting steps and close or escalate tickets as needed via the Service Desk ticket management system.
Communicate with various vendors for warranty and other troubleshooting requirements.
Perform other duties and special projects as assigned by the Service Desk Team Leaders.
May be required to visit the Restaurant location for onsite troubleshooting and hardware/software installation or replacement.
May participate in New Restaurant Opening technology installation (multi-state).