Service Desk Specialist

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

• Answers Service Desk phones in a timely and efficient manner. Takes responsibilities promptly and responds 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 restaurants and service vendors to ensure prompt service delivery.
• Practices clear, correct verbal and written communication skills with users and service organizations.
• Resolves most non-maintenance problems with 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 follows proper escalation procedures.
• Maintains a good working relationship with users and service organizations. Demonstrates a positive attitude and willingness to serve callers. Practices excellent customer service skills.
• Keeps abreast of latest hardware and software developments offered by Restaurant Systems.
• Establishes a thorough knowledge of the systems and procedures used by all concepts.

• Experience using standard word processing and spreadsheet software.

• High school diploma or equivalent required.

Entry level

Full-time

Information Technology

Restaurants

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