1900 Colonel Sanders Lane
Louisville, KY 40213

Help Desk Specialist

Description:

This position is responsible for resolving 75% of tickets on the first contact while ensuring excellent customer service to 4000+ Pizza Hut stores.

POSITION FUNCTIONS:

Phone Duties - 90%
- Handle Level 1 inbound calls

- Basic understanding of system software and hardware

- Basic understanding of operational procedures

- Escalate problem tickets within department guidelines when unable to resolve

- Basic understanding of ticketing system to open/close tickets

- Follow up on dispatched and non-dispatched incidents within departmental SLA guidelines

- Capabilities to order own hardware

Manage non-phone call duties - 10%
- Assist with Alerts, Self- Service Incidents and Chats

- Demonstrate the capabilities to live the culture

WORKING RELATIONSHIPS:
Service Desk Analysts, Technical Analysts, Team Leaders, Data Management personnel, Hardware Vendors

KNOWLEDGE AND SKILL REQUIRED:

EDUCATION:

- Some College preferred or equivalent experience

- Preferred A+, CCNA, or Net + Certifications

EXPERIENCE:

- Preferred customer service experience (0-1 year)

Skills and Other

Requirements

- Flexible work schedule

- Beginning organization skills

- Beginning oral and written communication skills

- Beginning problem-solving ability

- Beginning understanding of computer concepts (PC fundamentals, Operating systems)

- Ability to type 30 words per minute

Apply Now

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