Information Technology Help Desk Support

Job Description:

The position is responsible for providing first level support and troubleshooting for every manager and team member that calls or chats with the 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 teams face on a daily basis.

JOB RESPONSIBILITES:

• Analyze and resolve hardware, software and operational issues within our service level agreements

• Maintain a basic understanding of 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

WORKING RELATIONSHIPS:

• Restaurant Managers, Above Restaurant Leaders, Restaurant Team Members, other internal RSC associates

KNOWLEDGE AND SKILL REQUIRED:

• Some college preferred

• 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

• Minimum of 1 of year previous help desk/call center experience is desired

• Spanish fluency is desired

• Basic understanding of restaurant operations is desired