Helpdesk Analyst - 24/7 Restaurant Tech Support

Pizza Hut; Irvine (CA); On-site; USD 32,000 - 36,000; Full time

Job summary

The Habit Restaurants, LLC is seeking a Service Desk Analyst in Irvine, CA to support our technology stack via phone, email, ticketing, and in person. You will troubleshoot issues, guide non-technical users, and coordinate with technicians for on-site work.

Ideal candidates have customer service experience in food service or retail, with 6 months of Service Desk exposure or entry-level IT training. Weekend shifts are required due to a near 24/7 support operation.

Qualifications

• 6 months of Service Desk support experience or entry-level technical training and certifications.
• Restaurant or Retail customer service history preferred.
• Ability to multitask and work over the phone, web browser chat or email.
• Spanish speaking is a plus.
• Some travel may be required to visit restaurant locations including out of state.

Responsibilities

• Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
• Consult with service desk team members to resolve issues
• Initiate service orders to dispatch technicians to resolve technology or facility issues
• Troubleshoot basic issues related to restaurant technology (i.e., connectivity issues, software upgrades, etc.)
• Complete password reset requests
• Assist stores with questions related to restaurant technology and applications
• Resolve previously identified (known) issues utilizing the knowledge base
• Log incident details
• Document ALL communication and troubleshooting steps and close or elevate tickets as needed via the Service Desk ticket management system.
• Communicate with various vendors for warranty and other troubleshooting requirements.
• Perform other duties and special projects as assigned by the Service Desk Team Leaders
• May be required to visit the Restaurant location for onsite troubleshooting and hardware/software installation or replacement.
• May participate in New Restaurant Opening technology installation (multi-state).

Skills

Customer service

Service Desk

Multitasking

Communication

Spanish language

Job description

The Habit Restaurants, LLC is seeking a Service Desk Analyst in Irvine, CA to support our technology stack via phone, email, ticketing, and in person. You will troubleshoot issues, guide non-technical users, and coordinate with technicians for on-site work.

Ideal candidates have customer service experience in food service or retail, with 6 months of Service Desk exposure or entry-level IT training. Weekend shifts are required due to a near 24/7 support operation.