Job Description

Job Description

Job Description

NOTE: This position will be on-site at our office in Franklin, TN.

Position Summary: The IT Helpdesk Analyst provides support to the business in a dual role. One role, approximately 90% of the time, is to provide on-demand IT technical assistance for multiple systems and hardware while being customer-oriented to ensure customer success. The other role is to support the business by taking calls on behalf of the Restaurant Advocacy team to support the business from employees who encounter issues at the store level and provide support to escalate or resolve those issues quickly. This position is required to be on-call.

Communication and teamwork will be at the center of the role. The Restaurant Advocate and IT Helpdesk teams deal with anxious people who may have critical issues that need to be resolved immediately. The incumbent will have to answer and coordinate email and phone calls in our ticketing system, be an active listener and be able to respond and serve people’s needs. The key to success in this position is to be polite, have empathy, and focus on the information that will help resolve the team’s problems.

The IT Helpdesk Analyst I is to be the voice of reason and trust as you walk internal customers through troubleshooting to quickly resolve their technical challenges. Provide superior customer service, even during times when the solution timing does not align with the desired timing from the customer. As a Restaurant Advocate Representative, escalation of issues to Subject Matter Experts (SMEs) is crucial to ensure business continuity.

Essential Functions:

IT Helpdesk Representative (90%):

• Provides Level 1 basic IT assistance in resolving IT issues and documents the issue in the service desk ticket.
• Effectively identifies service desk issues and resolves or escalates problems appropriately.
• Ensures high level of end user satisfaction via superior customer service and verification of issue resolution.
• Documents incidents and incident resolution in service desk software tickets accurately and thoroughly.
• Proactively works with IT Service Management Processes and activities to provide timely and quality service.
• Supports the Service desk tool, processes, and vendor relationships as appropriate.
• Prioritizes work efforts and communicates with business units and end-users.
• Understands and can troubleshoot hardware and software issues real time to resolve issues related to end user IT equipment and resources.
• Configures new hardware for stores or office users and ships the equipment as necessary.
• Provides shipping and tracking assistance for all IT equipment.
• Utilizes basic hand tools to fix hardware or equipment.
• Helps the team keep workstation and office area clean and organized.
• Assists with various projects, including with outside departmental members.
• Participates in the on-call, afterhours schedule to aid stores and office users outside normal business hours.
• Participates in inventory tracking, counting, and organization.
• Remotely assists IT Field Services Technicians completing on-site troubleshooting.

Restaurant Advocate Representative (10%):

• Evaluate what are critical issues needed to keep store running.
• Answer main phone line for Restaurant Advocate to create critical/urgent tickets.
• Provide timelines for resolution, communicating to all parties involved throughout lifecycle.
• Coordinated outside Vendor services performed, follow up.
• Coordinate areas of expertise with appropriate Subject Matter Experts to resolve issues.
• Store Operations – store supply, general maintenance/upkeep (trash, landscaping, snow removal, hood service, Uniform Orders, cake supplies, Food Vendor issues, Management of TUAU submissions and response, DQ cakes.com
• Financial Data and Reporting - SPLH sales forecasting, Par Levels, Power BI scorecard reporting, Deposit issues, Bank concerns, Ceridian clock-in issues, Data Central inventory issues (critical counts, EOM inventory)
• Marketing - POP, signage (building, reader boards, highway signs, coupons, PLU #’s, Fundraising
• Human Resources- payroll questions, Ceridian questions, Benefits inquiries, Employee injuries and work comp claims, employee relations

Communications:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email utilizing a ticketing system.
• Use empathy, understanding and technical knowledge as primary tools for customer support.
• Works closely with various staff & third-party vendors in support of day-to-day business processes.
• Effectively communicates & troubleshoots issues with systems, equipment, hardware, software, and escalates as appropriate.
• Maintains a professional, proactive, and positive attitude and approach while providing services to end users.
• Walk the customer through the problem-solving process.
• Record events, problems and their resolution in the ticket system directing unresolved issues to the next level of support personnel.
• Follow-up and update customer status information.
• Effectively collaborates and communicates as a liaison between various business departments.

Security:

• Secures the computer rooms and business assets.
• Maintains compliance with the IT Security Policy.
• Safeguards employee and customer information while maintaining total confidentiality.
• Maintains and administers portable device management applications such as IBM MaaS360.
• Reports any security issues to the IT Director as appropriate.

Qualifications:

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation production, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• AA/AS in IT or Computer Science or relevant field experience.
• CompTIA A+, Net+, Security+, and other similar certifications are a plus, but not required.
• Must have excellent customer service, communication, and employee relations skills and be detail oriented with the capability to oversee all aspects of the business and multiple areas simultaneously in a fast-paced environment.

Competencies:

• Customer Service
• Communication Skills
• Ability to learn quickly
• Troubleshooting/problem -solving skills
• Ability to work well under pressure
• Adaptability
• Teamwork skills

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