Help Desk Analyst

Papa John's International , Inc.; Louisville, Northern (KY, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Papa John's International, Inc. in Louisville seeks a Help Desk Analyst to support users with hardware, software, and procedural questions, delivering courteous, responsive service across office systems.

Responsibilities include handling incoming requests, logging incidents, triaging with second-level support when needed, and maintaining performance metrics while contributing to a stable, user-friendly IT environment.

Qualifications

• Experience in help desk or call center support.
• Familiarity with hardware and software troubleshooting.
• Understanding of problem management processes.

Responsibilities

• Handle incoming calls from users with hardware, software, or procedural questions.
• Log and track incidents in the service database and maintain history records.
• Identify whether issues are hardware- or user-related and guide users through steps.
• Collect problem details and lead users through prescribed procedures.
• Maintain customer service levels and resolve routine incidents.
• Escalate complex problems to second-level support when needed.
• Manage open incidents and follow them to resolution.
• Ensure timely recognition, research, isolation, and follow-up for routine issues.

Skills

Multitasking

POS System

Urgency

Education

Food industry experience

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 systemprocedures.
• Maintain Call Cener Metrics.
• Log and track calls usinga problemmanagement database andmaintaininghistory records and related problemdocumentation.
• Determine whether the problem is caused by hardware such as a modem, printer, cable, monitor or user error.
• Collect information about problems and leadusersthrough theprocedures.
• Maintain customer servicelevels.
• Manage open incidents and follow them toresolution.
• Handle all recognition, research, isolation, resolution, and follow-up for routine user problems,referring tomore complex problems to second levelsupport.

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.