Hybrid IT Service Desk Analyst at Miller's Ale House

ESSENTIAL REQUIREMENTS & KEY RESPONSIBILITIES

• Perform first & second level support of restaurant technology solutions including reconciliation and trend analysis.
• Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Familiarity with ITIL methodology and data driven to facilitate continuous improvements.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution.
• Provisions and images user laptops and PC workstations.
• Has knowledge of how to analyze incident & request data and can correlate the data to metrics.
• Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
• Ensure application and user security in the production environment to applicable PCI standards.
• Grows general knowledge of current restaurant-specific products and increasing ability to resolve requests on first contact.
• Maintain proper documentation of current environment configurations, knowledge management, and processes.
• Elevate appropriate issues to the third level support team through proper processes for resolution.
• Ability to communicate effectively to customers and clients while providing necessary updates and troubleshooting steps.
• Manage application and environment deployments and upgrades with a focus on environment stability, availability, and proper documentation.
• Demonstrate teamwork with Senior Analysts, the Support staff, infrastructure, and upper management. Communicate and follow through on any job or task assigned by second level support staff in a timely and accurate manner.  Keep management informed of important issues and follow proper escalation procedures.
• Keep abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures 
• Performs other duties as assigned.

• Associate’s degree or equivalent work experience required.
• Experience using standard word processing and service management software.
• Excellent communication skills - written, oral and telephone.
• Strong analytical skills & detailed oriented
• Strong organizational and follow-through skills
• Ability to handle multiple tasks in a fast-paced environment while using sound judgment to make accurate, efficient decisions.
• NCR Aloha POS experience is a plus.
• Must be flexible to work nights/weekends in 24 hour/7 days a week operation and participate in a weekly on-call rotation.
• Degree in Computer Science, Information Technology, or related field is preferred.