IT Analyst, Chick-fil-A HELP Desk

Overview

Do you love to problem solve and help others? We are looking for IT analysts that are passionate about helping others, troubleshooting restaurant technology, and providing great customer service. In the IT Analyst I role, you will be working with a hard-working team of customer-focused colleagues that are always looking for new ways to serve, get answers, and solve problems in a timely manner. This team works hard to serve Operators, team members, and each other.

As part of the Corporate Services department, the Service Desk team is responsible for providing support to our Chick-fil-A Franchisees. They support the point of sale software and hardware, restaurant wifi, the financial software, labor scheduling application, mobile ordering, the kitchen production system, and many other technologies used by our franchisees. The Service Desk has mid-day (start times ranging from 11:00 a.m. through 3:00 p.m.), and late shifts (start times ranging from 4:00 p.m. through 10:30 p.m.) available that support our 24x6 operations. The IT Analyst I position is part of a 24-month program. At the end, Analysts will be competitive for full-time, permanent positions with the Chick-fil-A HELP Desk team.

Responsibilities

  • Provide an effortless exceptional customer experienc e to make it easy f or callers to get answers and solve problems
  • Utilize ticketing system to communicate and thoroughly document issues and opportunities
  • Manage ticket queue daily to make sure all tickets are resolved, updated and communicated effectively
  • Diagnose and troubleshoot simple and complex issues for both IT hardware and software
  • Utilize all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
  • Contribute to the knowledge base by flagging, editing and creating articles
  • Follow all Standard Operating Procedures
  • Advocate for the restaurant and own issues until completion
  • Attend and pass all required training to adequately support the platforms and restaurants
  • Support department goals such as Average Speed to Answer, Quality , Caller Satisfaction and other key metrics
  • Adhere to published schedules and maintain excellent attendance
  • Be willing to support a 24 X 6 operation


Minimum Qualifications

Required Education/Experience:

Candidates must have one of the following:
  • Completed Associate's Degree or within 12 months of completing Bachelor's degree in IT-related area or comparable certifications or
  • Over one year of IT support experience including troubleshooting issues or
  • Over two years' experience in a Chick-fil-A restaurant with responsibility for using, troubleshooting and/or training on restaurant hardware and software.


Minimum Qualifications:

  • Active listening skills
  • Excellent written and oral skills
  • Problem solving skills
  • Ability to t ype a minimum of 40 words per minute
  • Strong attention to detail
  • Working knowledge of Microsoft Office
  • Multi-tasking abilities


Preferred Qualifications

  • Bachelor's Degree
  • Bilingual Spanish speaking skills are a plus


Minimum Years of Experience

1

Travel Requirements

0%

Required Level of Education

High School

Preferred Level of Education

Bachelors Degree


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