Service Desk Technician

PURPOSE OF THE POSITION: The Service Desk Specialist position provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts).

JOB SIZE: This position is responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ Pizza Hut stores.

POSITION FUNCTIONS:

Handle inbound events

• 90%

• Handles Level 1 inbound calls/chats and accurately log interactions within the company's incident management system.

• Conducts appropriate diagnosis/troubleshooting to resolve known conditions.

• Escalates problem tickets within department guidelines when unable to resolve

• Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures Manage non phone/chat duties

• 10%

Assist with Alerts and Self- Service Incidents

• Follow up on unresolved incidents

WORKING RELATIONSHIPS:

Service Desk Specialists, Operations Analysts, Technical Analysts, Operations & Team Leaders, Data Management, Hardware Vendors

KNOWLEDGE AND SKILL REQUIRED:

EDUCATION:

• Some College preferred or equivalent experience

• Preferred A+, CCNA, or Net + Certifications

EXPERIENCE:

• Preferred Customer Service experience (1-2 years)

• ServiceNow ticketing experience a plus, but not required

• Hardware experience a plus

• Skills and Other Requirements:

• Flexible work schedule

• Beginner organization skills

• Beginner oral and written communication skills

• Beginner problem solving ability

• Beginner understanding of computer concepts (PC fundamentals, Operating systems)

• Ability to type 30 words per minute