IT Analyst I

How We Work At Chick-fil-A

Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them. Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first.

Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually,  strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Overview

• Provide an effortless customer experience through online or phone response to make it easy for restaurants 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 updated and communicated resolved effectively
• Diagnose and troubleshoot simple and complex issues for both IT hardware and software by utilizing all available resources provided, such as remote access tools, automation scripts, and monitoring platforms
• Using KCS methodology, contribute to the knowledge base by flagging, editing and creating articles
• Follow all Standard Operating Procedures
• Advocate for the restaurants and own issues until completion
• Maintain restaurant and business acumen by attending and pass all required training to adequately support the platforms and restaurants
• Support departmental goals such as Quality, Customer Satisfaction and other key metrics.
• Adhere to published work schedule and maintain excellent attendance
• Demonstrate relentless teamwork through collaboration on team projects and initiatives

• Earned an Associate's Degree or actively enrolled in undergraduate four-year degree (Bachelors) program
• 0-2+ years experience
• Working knowledge of Microsoft Office
• Ability to work independently with minimal supervision

• Bachelor's Degree in Information Technology, Computer Information Systems, Business, Marketing Degree or related field
• 0-2+ years Help Desk/Call Center experience
• Customer service experience
• Hospitality and/or Chick-fil-A restaurant experience, a plus