Are you a self-starter and love helping people? Here is a great opportunity for you to grow with a large and outstanding company. You can make a difference by being part of the Yum! Service Desk Team. Your primary role is to interact with Yum above-store customers via telephone, email and online in response to inquiries and requests that enable them to perform their work. This includes the responsibility of executing and resolving 90% of all procedures related to the identification, prioritization, and resolution of PC requests. You will also contribute to incident resolution by giving in-person, hands-on support to end users at the desktop level. This position reports into Service Delivery Team located in Louisville, KY.
•Provides efficient and courteous customer service through calls to the Service Desk through telephone, email or online.
•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 and assist less experienced analysts when necessary to resolve issues.
•Collaborate with other Service Desk and 2nd level analysts to troubleshoot and resolve complex issues.
•Participate in all individual and group training initiatives.
•Researches customer requests, analyzes customer needs and communicates professionally both orally and in written format.
•Involved in problem solving and analysis on customer inquiries and concerns.
•Interfaces with customers and internal departments and helps to resolve basic to moderately complex inquiries.
•Answers questions following prescribed procedures but may need to respond to situations independent of established guidelines.
•Work a flexible schedule that may include days, night, weekends, and holidays to meet support and staffing needs
•Associates Degree, Technical College or equivalent work experience
EXPERIENCE (and other qualifications):
•2-4 years of experience providing Technical Desktop, Service Desk and/or Support Services
•2-4 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network.
•Knowledge of ITIL industry standards, best practices and audit requirements
•The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices.
•Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
•CompTIA A+ Certification a plus
•ITIL Foundation Certification a plus
•Can work independently as a remote extension of a larger team.
•Excellent communication skills
•Ability to work independently as well as in a team environment
•Able to work in a fast-paced environment
•Positive, flexible, and self-motivated attitude
•Detail oriented with excellent follow-up skills
•Excellent organizational skills with the ability to manage time and multiple priorities
•Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
•Ability to handle highly confidential information/materials
•Exceptional customer service skills and negotiation/influence skills in an executive-level environment
•Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
•Ability to manage high stress, demanding situations