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Service Desk Analyst

Information Systems
Dallas, TX
January 19, 2023

Job Title:  Service Desk – Level 1 Analyst

PRIMARY PURPOSE OF POSITION 

The Service Desk Level 1 Analyst 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.   

 

 

PRIMARY DUTIES AND 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
    • Business service impacted
    • Assess priority
    • Scope of impact
  • 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
  • Where service cannot be restored pursue possible work-arounds to mitigate the impact of the issue
  • Escalate all issues that cannot be resolved within thirty minutes to the proper Level 2 function

 

POSITION COMPETENCIES 

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

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