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Hybrid IT Service Desk Analyst presso Miller's Ale House

Miller's Ale House · Orlando, Stati Uniti d'America · Hybrid

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Work and Perks:

The IT Service Desk Analyst answers, monitors and prioritizes Service Desk incidents & requests in a timely & professional manner. This critical position will support multiple business critical applications & restaurant infrastructure incidents. The position will have responsibility for most non-maintenance incidents by applying knowledge of system procedures & utilizing the tools provided.

 

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.

 

Requirements and Qualifications:

 

 

  • 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.

 

  

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