JOB OVERVIEW:

The Service Desk Specialist is part of the company's Information Technology Team that answers, monitors and prioritize Service Desk calls, and resolves most non-maintenance problems with an accurate knowledge of system procedures and tools.

ROLES AND RESPONSIBILITIES:

• Answers Service Desk phones in a timely and efficient manner. Answers phones quickly and responds to the caller in a professional manner.
• Enters, updates, and closes Incidents in IT Service Desk. Opens a new Incident describing the issue for each new call received. Updates and closes open Incidents when the issue is resolved.
• Places hardware service tickets when appropriate. Accurately determines when hardware service is required and places calls to service vendors describing the failure and the steps taken to determine the failure. Follows up with our restaurants and service vendors to ensure prompt service delivery.
• Practices clear, correct verbal and written communication skills with our users and service organizations.
• Resolves most non-maintenance problems with an accurate knowledge of system procedures and tools.
• Demonstrates teamwork with Senior Specialists, the Support staff, and upper management. Communicates and follows through on any job or task assigned by second level support staff in a timely and accurate manner. Keeps management informed of important issues and follow proper escalation procedures.
• Maintains a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to Service our callers. Practice excellent customer service skills.

-Keeps abreast of the latest hardware and software developments offered by Restaurant Systems. -Establish a thorough knowledge of the systems and procedures used by all concepts.

REQUIRED TECHNICAL SKILLS:

• Experience using standard word processing and spreadsheet software.
  

REQUIRED EDUCATION:

• High school diploma or equivalent required.