Help Desk Analyst - POS & IT Support Pro

Papa John's USA, Inc.; Louisville (KY); On-site; USD 42,000 - 65,000; Full time

Job summary

Papa John’s USA, Inc. is seeking a Help Desk Analyst to support users with office systems hardware, software, and procedures while maintaining strong customer service.

You will answer incoming calls, log and track incidents, determine causes, and guide users through solutions; escalate complex issues to second-level support as needed. Food industry experience is preferred. This role emphasizes timely responses and accurate documentation.

Qualifications

• Food industry experience preferred.
• Ability to multitask and work with urgency.
• Understanding of a Point-of-Sale system.
• Strong customer service and problem-solving skills.

Responsibilities

• Answer incoming telephone requests for assistance from users experiencing problems with hardware, software, and system procedures.
• Maintain Call Center Metrics and log/track calls in a problem-management database.
• Determine whether problems are caused by hardware or user error and guide users through resolutions.
• Collect problem details and lead users through procedures; escalate complex issues to second level support.
• Maintain customer service levels and manage open incidents through to resolution.
• Handle routine user problems with investigation, isolation, and follow-up.

Skills

Multitasking

POS system

Customer service

Problem solving

Tools

Ticketing system

Problem management DB

Job description

Papa John’s USA, Inc. is seeking a Help Desk Analyst to support users with office systems hardware, software, and procedures while maintaining strong customer service.

You will answer incoming calls, log and track incidents, determine causes, and guide users through solutions; escalate complex issues to second-level support as needed. Food industry experience is preferred. This role emphasizes timely responses and accurate documentation.