Swoon · 10 hours ago
IT Help Desk Analyst
United States
Contract
Remote
Entry Level
$20/hr - $22/hr
1+ years expSwoon is seeking an IT Help Desk Analyst to provide first level support for KFC managers and team members. The role involves troubleshooting hardware and software issues, maintaining operational procedures, and delivering excellent customer service in a call center environment.
ConsultingHuman ResourcesInformation TechnologyLegalStaffing Agency
Hiring Manager
Conor Cronin
Responsibilities
Call center atmosphere. Responsible for taking calls during full shift
Analyze and resolve hardware, software and operational issues within our service level agreements
Maintain a basic understanding of KFC operational procedures
Log all incidents into an Incident Management System with clear, concise language
Work in an efficient/fast-paced environment to meet or exceed team and individual service targets
Achieve an on target or above rating on quality, service, and productivity metrics
Follow proper escalation path when necessary to resolve issues
Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs
Provide stellar customer service to our customers, treating every call with respect and positive energy
Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
Participate in all individual and group training initiatives required to work at least one weekend day
Qualification
Required
Candidates must be local as training will be on site in Louisville for first 4 weeks, then moving to fully remote
The position is responsible for providing first level support and troubleshooting for every KFC manager and team member that calls or chats with the KFC Restaurant Service Desk
Analyze and resolve hardware, software and operational issues within our service level agreements
Maintain a basic understanding of KFC operational procedures
Log all incidents into an Incident Management System with clear, concise language
Work in an efficient/fast-paced environment to meet or exceed team and individual service targets
Achieve an on target or above rating on quality, service, and productivity metrics
Follow proper escalation path when necessary to resolve issues
Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs
Provide stellar customer service to our customers, treating every call with respect and positive energy
Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
Participate in all individual and group training initiatives
required to work at least one weekend day
Good organizational, oral/written communication, and problem solving skills
Good understanding of computer concepts (PC Fundamentals/Operating Systems)
Ability to type 40 words per minute
Minimum of 1 of year previous help desk/call center experience
Preferred
Some college preferred
Spanish fluency is desired
Basic understanding of restaurant operations is desired
Company
Swoon
In 2010, Swoon launched an agile, client-focused team that is not only savvy in our core industries but elbow-deep, every day, getting to know the strongest talent in the technology and professional fields.
501-1000 employees
H1B Sponsorship
Swoon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Andy Baker
Co-Founder and Leadership Advisor
Alyssa Holtz
Client Partner
Company data provided by crunchbase