Service Desk Analyst

The Service Desk Shift Team Leader is responsible for supervising, mentoring and coaching of the Restaurant Systems Service Desk to ensure goals, objectives and service level commitments are achieved. The Service Desk Shift Team Leader is expected to oversee and act as an escalation point; ensure Service Desk Specialist are escalating calls according to service level agreements; ensure calls to the Service Desk are being answered by the Service Desk Specialist in a timely manner such that abandoned calls are kept to a minimum and the percentage of calls is below Service Desk Abandonment SLA; ensure Service Desk Specialists are resolving incidents in a timely manner; develop and maintain Service Desk knowledge base of identified problems, known errors and solutions; facilitate training of Service Desk staff on hardware, software, operational procedures and troubleshooting techniques; provide performance feedback of Service Desk Specialist to management on a regular basis.

ROLES AND RESPONSIBILITIES:
-Supervises activities of the Service Desk Specialist to ensure goals and service level commitments are achieved.
-Assures appropriate staff coverage including back-up coverage as needed.
-Distributes workload and provides direction to team members to resolve restaurant incidents and problems.
-Manages incident shift log, which includes assignment and transitioning of calls to next shift.
-Ensures Service Desk Specialists incidents are resolved are accurate and in the agreed upon time frame.
-Evaluates open incidents for possible re-prioritization or escalation.
-Ensures priority accuracy of ticket assignments. Reviews all urgent priority tickets to ensure proper assignment.
-Manages, addresses, researches, targets and initiates resolution of incidents that have missed defined SLAs or have been escalated.
-Directly handles some incidents when required due to call volume.
-Must be a Power Use of the Remedy tool. Understands and achieves a high level of competence in the Service Desk Agent role.
-Monitors staff’s performance and coaches for improvement and development.
-Orients and trains staff as necessary.
-Provides input into staff performance evaluations.
-Assists with the implementation of new operational processes and procedures. Ensures Service Desk Agents follow defined processes, procedures and measurements; ensures documentation and procedures are defined to maximize first call resolutions. Reviews existing processes and procedures provides recommendations for improvement.
-Identifies and communicates potential problems and issues to the Service Desk Manager and IT Leadership as appropriate. Identifies alternatives and recommends solutions as appropriate.
-Creates and updates knowledge for the IT Service Desk knowledge base to ensure that consistent support processes and procedures are properly documented and available to team members.
-Consistently enhances skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations.

REQUIRED TECHNICAL SKILLS:
-3+ years’ of experience in a Service Desk / Call Center / Customer Support
-Demonstrated experience in problem solving of computer, networking, and telecom.
-Practical experience with information technology infrastructure operations and service management
-Demonstrated ability to meet or exceed Service Desk measurements that drive performance improvements (examples: Speed to answer, abandonment rate, service consistency, etc.)
-Experience with BMC Remedy or equivalent service desk ticketing systems
REQUIRED EDUCATION:
-BS/BA in MIS, Computer Science or Business
-Supplemented by three (3) years progressively responsible experience in managing Service Desk operations and telecommunications, computer and applications technical support; or an equivalent combination of education, training, and experience.

OTHER KEY QUALIFICATIONS:
-Experience and demonstrated competency in supervising people, tasks, and service processes
-Demonstrated ability to lead and motivate staff; ability to work in a team oriented environment
-Strong verbal and written communication skills with the ability to interact professionally with a diverse group of people at all levels of the organization
-Strong interpersonal skills with positive team attitude and commitment to customer service and department goals
-Strong analytical skills and ability to identify and track problem trends
-Strong problem-solving, and decision making skills
-Practical experience of process management and continuous improvement methods and techniques.
-Good understanding of the Information Technology Infrastructure Library (ITIL) disciplines and the interaction of ITIL and other processes
-Demonstrated ability to take initiative and provide ownership of projects and key deliverables
-Strong organizational and planning skills
-Demonstrated ability to handle multiple tasks
-Strong Customer Focus

PREFERRED SKILLS AND EXPERIENCE:
-Knowledge of restaurant or retail business
-Operational Support and Analysis ITIL Practitioner certificate preferred with ITIL Foundations Certification

In addition to the required technical skill sets, we would like to see candidates with the following:

• Individuals should have at least 3 years’ progressively responsible experience in managing a Service Desk Operations in an enterprise-wide environment
• This position is a leadership position with direct reports so we would like to see candidates who have experience in leading teams to include monitoring staff performance and coaching for improvement and development (particularly in a service desk environment)
• This person will also be responsible in assisting in any Tier 1 / Tier 2 issues
• Candidates should have experience working with Remedy Ticketing Systems (running reports, reviewing metrics, etc.) , ITIL certification is nice to have but if they do not have it upon hire, will be required to be certified
• We would prefer to see candidates who have worked for restaurant companies but would also consider retail or hospitality. Also working with POS systems is a plus
• Due to operational needs, candidates must be OK with working on-site covering the pm shift (2pm  – 11pm with possible split days off / Saturday being one of the days)
• We will consider work experience in lieu of education