Help Desk Analyst

Papa John's International; Louisville (KY); On-site; USD 42,000 - 58,000; Full time

Job summary

Papa John’s International is seeking a Help Desk Analyst to support office systems hardware, software, and procedures while delivering responsive customer service in a fast-paced environment.

You will troubleshoot hardware and software issues, log incidents, and coordinate with second-level support to ensure timely resolution and maintain service levels.

Qualifications

• Ability to multitask across multiple user requests and systems.
• Understanding of a Point-of-Sale system and related workflows.
• Ability to work with urgency while maintaining service levels.

Responsibilities

• Answer incoming telephone requests for assistance with hardware, software, and procedures.
• Maintain Call Center Metrics and log incidents in the problem-management database.
• Determine causes (hardware, user error) and guide users through resolution steps.
• Collect problem information and lead users through standard procedures.
• Manage open incidents and escalate to second-level support when needed.

Skills

Multitasking

POS system understanding

Urgency-driven

Job description

Job Summary

The Help Desk Analyst supports users concerning any type of problem, issue, or questions that arise with the office systems hardware, software, or procedures while maintaining an acceptable customer service level.

Duties and Responsibilities

• Answer incoming telephone requests for assistance from users experiencing problems with hardware, software, and system procedures.

• Maintain Call Cener Metrics.

• Log and track calls usinga problemmanagement database andmaintaininghistory records and related problem documentation.

• Determine whether the problem is caused by hardware such as a modem, printer, cable, monitor or user error.

• Collect information about problems and leadusersthrough the procedures.

• Maintain customer service levels.

• Manage open incidents and follow them to resolution.

• Handle all recognition, research, isolation, resolution, and follow-up for routine user problems,referring tomore complex problems to second level support.

Functional Skills

• Ability to multitask.

• Understanding of a Point-of-Sale system.

• Ability to work with a sense of urgency.

Competencies

• Drive for Results

• Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

• Motivating Others

• Creates a climate in which people want to do their best.

• Can motivate peers; and empower others.

• Is someone people like working with.

Education, Experience and Certifications

• Food industry experience preferred.

Our Values

• EVERYONE BELONGS - We believe connectedness and belonging are the essential ingredients to our success

• DO THE RIGHT THING - We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult

• PEOPLE FIRST - To craft positive experiences for our customers, we take care of each other first

• INNOVATE TO WIN - We champion and challenge for a better way in all we do

• HAVE FUN - We find joy, create meaningful impact and celebrate the journey together

Our Core Competencies

• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence

• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges

• CONTINUOUS IMPROVEMENT - We champion for better through strategic risk taking, experimentation and challenging the status quo

• BIAS FOR ACTION - We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry

• WINNING TOGETHER - We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity

Papa Johns is an equal opportunity employer.

Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.

Physical Demands

• While performing the duties of this job, the team member is regularly required to sit and talk or hear others.

• The team member frequently is required to use hands to type, feel equipment, and the like.

• The team member is occasionally required to stand, walk, reach with hands and arms, repetitive use (or motion) of arms and hands, bend and stoop, and lift up to 10 pounds.

WORKING CONDITIONS

• Working conditions are normal for an office environment.

ADA:

Papa Johns will make reasonable accommodation(s) in compliance with the Americans with Disabilities Act of 1990, including changes made by the ADA Amendments Act of 2008.

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.