Service Desk Analyst

Service Desk Analyst – Level 1
SCOPE AND MAGNITUDEHandles high-volume environment (~4,500 tickets/month)Operates on a 7-day roster across trading hours (8am–11pm)Supports critical QSR platforms:POS (Aloha), BOH, EFTPOSNetwork & ConnectivityKiosks, Digital Menu Boards, KDSAggregators & eCommerce Integrations
POSITION FUNCTIONS1. Incident Intake & First ResponseRespond to incidents via ticketing tool Jira Service ManagementAnswer P1 calls via P1 Area Coach HotlineAccurately categorize and prioritize tickets (P1–P4)Perform initial triage and apply standard troubleshooting steps via phone call, chat and monitoring tools.Ensure SLA response targets are met consistently2. First Contact Resolution (FCR)Resolve common issues using knowledge base and runbooksSupport basic troubleshooting across:All restaurant hardware / softwarePassword/access issuesDevice restarts / connectivity checksMaximize FCR performance (target aligned to ~75% current market benchmark)3. Escalation & CoordinationEscalate unresolved incidents to L2, Field Services Operations, or 3rd Party VendorsProvide clear, structured handovers with diagnostics completedFollow up on escalations to ensure timely resolution4. Customer Experience (Restaurant Focus)Provide clear, confident support to restaurant staff under pressurePrioritize “unable to trade” incidents with urgencyMaintain a calm, structured approach during peak trading5. Knowledge & Process ContributionUpdate knowledge articles and standard fixesIdentify repetitive issues and flag to L2/Problem ManagementSupport continuous improvement of service processes
POSITION IMPACT1. Major ProblemsFailure to correctly triage incidents can delay restoration of restaurant tradingPoor customer handling directly impacts restaurant confidence in IT2. Decision Making AuthorityDetermines incident priority and initial resolution pathDecides when to escalate vs continue troubleshooting
WORKING RELATIONSHIPSService Desk L2 AnalystsService Desk & Incident ManagerProblem ManagerField Services & Deployment TeamsExternal 3rd Party Vendors
SKILLS & EXPERIENCE1–2 years IT support (tech exposure preferred)Basic troubleshooting across Windows, Networks, POS SystemsStrong communication (for non-technical users in high-pressure environments)High attention to detail and structured thinking