Help Desk Level 2

Job Purpose:

The primary job for this position is to provide second level support of the first level Analysts at the Field Services Support Help Desk. As an escalation resource, you will be responsible for providing technical troubleshooting, problem identification, and problem resolution to insure timely, professional end user support to our cafes and Support Center teams. As a technical leader you will be assisting in the technical growth and the development of the first level Analysts.

This position requires a desire to be better every day, have a positive attitude and genuine care for the cafes, your work, and the entire team. The ideal candidate will be willing to go the extra mile, put the team first and be flexible.

This will be an evening shift for the Level 2 team (Ends at 10pm with emergencies possibly later into the night), though during training you will maintain a day shift.

Location: St. Louis, MO (hybrid)

Accountabilities:

• Level 2 provides technical leadership for the Help Desk Team and cafes
• Provide genuine support to our Cafes and analysts that will ensure the highest level of customer service and satisfaction.
• Will strive to ensure Cafe operations and sales are not negatively impacted by minimizing downtime from technological system issues.
• Will log accurate records of all support issues in Service Now; including problem description, resolution, troubleshooting methods, and conversations with the customer.
• Maintain up-to-date knowledge on all Panera systems, processes, and escalation paths.
• Create and maintain training documentation for the Help Desk.
• Working conditions are normal for an office environment. Shift work is required; including weekends and overtime as needed. Will be subject to on call shifts.  
• May be assigned other duties, which can include but are not limited to:  Software Deployment, System Staging, Configuration & Testing, System Programming, or Cafe Installations & Upgrades.
• Overall support of entire help desk and cafes including doing WHATEVER it takes to achieve the highest level of service and achieving café Service Level Agreements.
• Work on resolving Aging, Assigned, and Escalated Cases with full ownership, detailed documentation, and complete closure of issue with interested parties.
• Create a positive environment when working with other members of the team.
• Will be responsible for monitoring all aging cases and will escalate those that have exceeded defined parameters to the appropriate third level resource, or to a member of the Field Services leadership team.
• Reduce call volume through trend analysis, root cause analysis and process improvement

Skills/Experience:

• Excellent communication skills with Café’s and within the Help Desk. Including demonstrated ability to diffuse escalations from Café Managers.
• Exceptional situation awareness with a proven ability to diagnose a situation and create a customized, flexible approach to resolve
• Demonstrated willingness and drive to see the issue is thoroughly investigated and properly resolved.
• Demonstrated ability to train and coach others
• Ability to analyze reports, identify trends and document findings that will support needed changes in Panera Systems.
• Demonstrated experience in troubleshooting and resolving technical computer related problems.
• Experience with networking equipment including switches, routers, and cabling
• Experience with Service Now, Dynatrace, Five9, Cisco, Solarwinds, VHQ, and Insight, is highly recommended.
• Proven ability to learn new systems quickly and thoroughly

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Saint Louis Support Center