Help Desk Specialist

Job Description PURPOSE OF THE JOB: Provide first level phone and chat support to KFC restaurant managers. Support will include but not limited to all hardware and software that is used in over 4000 KFC restaurants. JOB RESPONSIBILITIES: The position is responsible for providing first level support and troubleshooting for every KFC manager and team member that calls or chats with the KFC Restaurant Help Desk. Our support includes but is not limited to in restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that KFC teams face on a daily basis. Analyze and resolve hardware, software and operational issues within our service level agreements Maintain a basic understanding of KFC operational procedures Log all incidents into an Incident Management System with clear, concise language Work in an efficient/fast-paced environment to meet or exceed team and individual service targets Achieve an on target or above rating on quality, service, and productivity metrics Follow proper escalation path when necessary to resolve issues Work a flexible schedule that may include days, night, weekends, and holidays to meet support and staffing needs WORKING RELATIONSHIPS: KFC restaurant Shift Supervisors, Assistant Managers, and Restaurant General Managers KFC Above Restaurant Leaders Help Desk Level 1 Analysts Help Desk Level 2 and Level 3 Technical Analysts KNOWLEDGE AND SKILL REQUIRED: Education/Certifications - Some college preferred Experience Minimum 1-2 years of customer service experience Beginning organizational, oral/written communication, and problem solving skills Beginning understanding of computer concepts (PC Fundamentals/Operating Systems) Spanish fluency is desired Basic understanding of restaurant operations is desired About Us KFC Corporation, based in Louisville, Kentucky, is one of the few brands in America that can boast about having a rich, 60-year history of success and innovation. In fact, KFC is the world's most popular chicken restaurant chain and a division of Yum! Brands, the world's largest restaurant company. Yum! Brands, Inc., based in Louisville, Kentucky, has over 45,000 restaurants in more than 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. In 2018, Yum! Brands was recognized as part of the inaugural Bloomberg Gender-Equality Index. The company's restaurant brands - KFC, Pizza Hut and Taco Bell - are global leaders of the chicken, pizza and Mexican-style food categories. More important than our size is our commitment to breakthrough innovation and the success of our employees. We're proud of the unique culture we've built, one where everyone can be their best self, make a difference and have fun! We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background.

Created: 2024-11-04