IT Analyst III, Chick-fil-A HELP Desk

Overview

Do you love to troubleshoot and solve problems?

The IT Analyst III is responsible for handling escalations that arise on the Chick-fil-A HELP Desk. The Corporate Services department at Chick-fil-A, Inc. provides support services to over 1,600 corporate users as well as over 2,200 quick-service restaurants. As part of the Corporate Services department, the Service Desk team is responsible 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.

Responsibilities

The Service Desk Problem analyst is responsible for the following:

  • Manage problem escalations from Service Desk Analyst IIIs
  • Participate in professional group meetings; stay abreast of new trends and innovations in the field of technology
  • Track vendor performance and work to build strong relationships with their support teams
  • Manage problem tickets through the lifecycle
  • Discover problems proactively through reporting and analysis
  • Represent the support organization for platforms and systems owned by different departments
  • Identify trends and provide problem analysis
  • Communicate to all stakeholders through regular meetings
  • Evolve our knowledge articles by being a Knowledge Domain Expert for assigned areas
  • Provide support and reporting for tests and pilot rollouts
  • Meet with business analysts to discuss support budget for new projects
  • Own and facilitate project discovery meetings with our training and communications team to learn about new initiatives and prepare Service Desk for support
  • Analyze support data to identify areas for process and system improvement
  • Track impact of new IT initiatives on support and operations by working closely with project managers, business analysts, and/or service managers.
  • Review reports with all IT teams to ensure appropriate attention is being paid to production support issues
  • Assist in maintaining process documents
  • Follow-up on open action items
  • Other duties as assigned


Minimum Qualifications

  • Bachelor's Degree
  • 2 years of Customer Service experience
  • Minimum of 2 years of experience in technical support as a Level II or Level III analyst
  • Analyst must be able to type at least 40 wpm
  • Ability to work independently with minimal supervision
  • Strong analytical and problem solving skills
  • Effective critical thinking skills
  • Flexible work schedule
  • Good interpersonal skills
  • Good written or oral communication skills
  • Servant spirit with a strong sense of stewardship
  • Attention to detail
  • Good documentation skills
  • Self-motivated, works well under pressure and able to multi-task


Preferred Qualifications

  • Previous Chick-fil-A or other quick service restaurant experience
  • Bilingual a plus


Minimum Years of Experience

2

Travel Requirements

0%

Required Level of Education

High School

Preferred Level of Education

Bachelors Degree


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