IT Help Desk

Description

Candidates must be local to Louisville.

• Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
• Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ Pizza Hut stores

Handle inbound events – 90%

• Handles Level 1 inbound calls/chats and accurately logs 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.

• Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
• Work is typically reviewed in detail at frequent intervals for accuracy.

• Some College preferred or equivalent experience.
• Preferred A+, CCNA, or Net+ Certifications.

• Preferred customer service experience (1АТО 2 years).

• 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.