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IT Help Desk

HireTalent

Louisville-Jefferson, KY

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JOB DETAILS
SKILLS
1st Level Support, Analysis Skills, Call Centers, Communication Skills, Customer Relations, Customer Support/Service, Documentation, Help Desk, Identify Issues, Incident Management, Multilingual, Operating Systems, Operational Support, Performance Metrics, Point of Sale (POS) Systems, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Quality Metrics, Restaurant, Retail Operations, Service Delivery, Service Level Agreement (SLA), Spanish Language, Technical Support, Time Management, Training/Teaching, Writing Skills
LOCATION
Louisville-Jefferson, KY
POSTED
8 days ago

Overview

We are seeking a customer focused Service Desk Analyst to provide first level technical and operational support to restaurant teams. In this role, you will handle incoming calls and chats, troubleshoot issues, and ensure restaurant staff receive timely, effective solutions across systems, hardware, and daily operational tools.
This is a fast paced, high visibility role requiring strong communication skills, problem solving ability, and a commitment to delivering excellent service.

Responsibilities

  • Provide first level support for restaurant teams via phone and chat
  • Troubleshoot and resolve hardware, software, networking, and operational issues within defined service level agreements
  • Support areas including POS systems, payment systems, reporting tools, HR technologies, and general restaurant operations
  • Log all incidents accurately in the incident management system using clear and concise documentation
  • Follow established escalation procedures for unresolved or complex issues
  • Maintain a basic understanding of restaurant operations to provide effective support
  • Meet or exceed performance metrics related to quality, productivity, and service levels
  • Collaborate with other service desk team members to resolve complex issues
  • Participate in ongoing training and development initiatives
  • Maintain a positive, professional attitude and provide exceptional customer service in every interaction

Required Qualifications

  • Strong verbal and written communication skills
  • Solid organizational and problem solving abilities
  • Basic understanding of computer fundamentals and operating systems
  • Ability to type at least 40 words per minute
  • Ability to work in a fast paced, high volume support environment
  • Flexibility to work varying shifts, including days, evenings, weekends, or holidays as needed
  • Strong customer service mindset with a positive and professional approach

Preferred Qualifications

  • 1+ year of help desk or call center experience
  • Some college education
  • Bilingual (Spanish preferred)
  • Basic understanding of restaurant or retail operations

About the Company

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