Service Desk Analyst

Brinker International; Dallas (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in the restaurant industry seeks a Service Desk Level 1 Analyst to support its technical services. This role involves managing incidents through ServiceNow, collaborating with technicians, and providing solutions to maintain service quality. Join a team committed to excellent service in a dynamic work environment with comprehensive benefits and opportunities for growth.

Benefits

Medical, dental, and vision insurance

Paid time off

401(k) with company match

Generous dining discounts

Onsite gym and wellness programs

Community volunteer opportunities

Qualifications

• Passion for delivering excellent service to restaurants.
• Ability to follow processes closely.
• Basic knowledge of Point of Sale support and network connectivity is a plus.

Responsibilities

• Take calls from restaurants and register incidents in ServiceNow.
• Coordinate with third-party field technicians.
• Assess business service impacts and determine incident priority.

Skills

Analytical skills

Problem-solving skills

Team collaboration

Windows navigation

Tools

ServiceNow

Job description

The Service Desk Level 1 Analyst reports to the Service Desk Manager and is responsible for supporting all technical services within the organization.

Your Key Job Functions

• Take calls from the restaurant and register incidents within ServiceNow, the ITSM tracking tool.
• Work incidents reported by the restaurant through the Self Service Portal (SSP).
• Coordinate with third-party field technicians.
• Quickly categorize each incident.
• Assess the business service impacted.
• Determine priority and scope of impact.
• Utilize the Knowledge Management System and apply strong problem-solving skills to restore service.
• Create draft KBAs for new or improved knowledge articles.
• If service cannot be restored, pursue workarounds to mitigate impact.
• Escalate unresolved issues within thirty minutes to Level 2 support.

What You Bring to the Team

• A passion for delivering excellent service to our restaurants.
• Ability to follow processes closely.
• Operate with a sense of urgency.
• Strong analytical and problem-solving skills.
• Effective documentation of case notes understandable by others.
• Team collaboration skills and ability to work independently when needed.
• Comfort navigating Windows file structures.
• Basic knowledge of Point of Sale support (a plus).
• Basic understanding of network connectivity (a plus).
• Availability to work every other weekend and on a non-traditional schedule.

Why Brinker

We offer a comprehensive benefits package including medical, dental, vision, life insurance, paid time off, and a 401(k) with company match, along with generous dining discounts. Employees at the Restaurant Support Center are eligible for annual bonuses.

Our campus features an onsite gym, yoga, boot camp programs, and a balanced, casual work environment with team events and community volunteer opportunities.

Visit our Careers page for more opportunities!