Technical Service Desk Analyst

Purpose of the Role

Are you looking to kickstart a new IT career with a unified elite team? Here is a great opportunity for you to grow with a large and outstanding company. You could make a difference by becoming a member of the Yum! Service Desk. Your primary role will be to troubleshoot, analyze and resolve IT incidents impacting the computers of Yum! Brands, Inc. and its subsidiaries (KFC, Pizza Hut, TacoBell, Habit Burger Grill, TikTuk, Heartstyles, and Dragontail). The primary responsibilities include troubleshooting, analyzing and resolving technical issues for onsite and remote clients while providing outstanding positive customer experience. This position is the first line of IT support.

Our team provides outstanding customer experience while also troubleshooting a large array of issues affecting Yum! employees. Other responsibilities will include working with the level 2 and IT operations teams on different issues. You will also assist in the testing of new tools to grow the team's productivity and efficiency.

Responsibilities

• Provide efficient and courteous customer service focused on outstanding customer experience.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. (i.e. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements

Minimum Requirements:

• BE-BTECH - 1 - 5 years of experience in customer service or IT helpdesk experience.
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10 and 11, Mac OS X, Active Directory, Microsoft Office 365, mobile devices (iPhone/iPad, Android, Windows Phone).
• B2+/C1 English proficiency

Preferred Requirements

• Bachelors degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx
• Familiarization with Bomgar/BeyondTrust Remote Support tool or industry-like