It Analyst

Job Description:

Overview: . IT Helpdesk Agents are responsible for providing support for all technologies used by our Chick-fil-A Franchisees.

Responsibilities:

• Provide an effortless customer experience through online or phone response to make it easy for restaurants to get answers and solve problems
• Utilize ticketing system to communicate and thoroughly document issues and opportunities
• Manage ticket queue daily to make sure all tickets are updated and communicated resolved effectively
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
• Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
• Follow all Standard Operating Procedures
• Advocate for the restaurants and own issues until completion
• Maintain restaurant and business acumen by attending and pass all required training to adequately support the platforms and restaurants
• Support departmental goals such as Quality, Customer Satisfaction and other key metrics.
• Adhere to published work schedule and maintain excellent attendance
• Demonstrate relentless teamwork through collaboration on team projects and initiatives

Minimum Qualifications:

• Education- Training and experience from which comparable skills can be acquired
• 0-2+ years experience
• Working knowledge of Microsoft Office

Key skills:

• Decision-Making Skills. .
• Programming Languages. .
• Creation of Reports and Dashboards. .
• Database and SQL.