Denny
IT Desktop Support Analyst
Denny, Spartanburg, South Carolina, United States, 29302
Job Summary
The IT Desktop Support Analyst will be responsible for the 2nd level call center support of all Denny's corporate and field employees via on-site support or remote connection. The analyst will work closely with the IT Technical Call Center team on knowledge transfer for first call resolution, recognize and recommend operation and process improvements to better support internal & external customers. To ensure success this analyst should have extensive knowledge of home and office systems, good problem-solving skills, exceptional communication, and high-level interpersonal skills. The desktop support analyst should be observant and detail-oriented and possess a sense of urgency and an understanding of the business, services, and the issues their customers face.
Essential Functions (Duties and Responsibilities)Desktop Support Efficiencies: Recognizes and recommends operation improvements as well as manages and resolves escalations of customer issues.Desktop Support Efficiencies: Defines process improvement opportunities and contributes with Service Portal service catalog configuration requirements.Day to Day Support: Researches, diagnoses, troubleshoots, and identifies solutions to resolve customer issues related to hardware, application use, design, and configuration.Day to Day Support: Stages, configures, tests, and deploys new hire equipment.Day to Day Support: Works in conjunction with the Technical Call Center Associates & Technical Services Knowledge Engineer to resolve problems on a first call basis.Training, Documentation, & Knowledge Transfer: Provides second tier technical support as well as provides training analysis of Technical Call Center Associates.Training, Documentation, & Knowledge Transfer: Works closely with desktop lead with step-by-step documentation of processes, research, and new initiative training materials.Communication: Follows up with users on a consistent basis and provide users with a detailed resolution.Communication: Reports software issues to appropriate team(s) on a timely basis, gathering all necessary information, to effectively research the software problem.Communication: Provides relevant and accurate feedback to co-workers/peers regarding technical problems related to corporate hardware and software.Day to Day Support: Ability to manage multiple customer issues simultaneously and effectively.Responsible for recovering assets of separated employees.Other duties as assigned.Education and Experience Requirements
Associate's degree in computer science or equivalent experience.2-3 years of recent experience in a technical support positions (Call Center experience preferred).Required Knowledge and Skills
Sharp troubleshooting and problem-solving abilities: quick, calm, logical and analytical.Strong understanding of desktop OS support (Windows 10 & macOS), Office 365 Business applications, Adobe Creative Cloud apps, & single sign-on solutions such as Onelogin.Must adhere to a flexible work schedule to include evenings, weekends, holidays, and rotating on call schedule, as well as the ability to prioritize job duties daily, work independently and multi-task in a fast-paced environment.Must have outstanding analytical, writing, and communication skills.Must have the ability to listen to internal and external customers and communicate extremely complex and technical information clearly and concisely, sometimes to a non-technical audience.Must have the ability to work well under pressure, stressful situations and to meet and exceed deadlines and expectations.Must demonstrate positive interpersonal skills to become and maintain the role of an "example employee".
Denny's Corporation is committed to providing equal employment opportunity for all persons regardless of age, race, creed, color, national origin, citizenship status, religion, sex, sexual orientation, gender identity, disability, genetic information, military or veteran's status, criminal background, or any other characteristic protected by Federal, State, or local law.
Applicants requiring reasonable accommodation for any part of the application process should contact 864-597-8000.
PLEASE DO NOT CONTACT THIS NUMBER TO CHECK THE STATUS OF YOUR APPLICATION.
Denny's Corporation participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact the DHS at 888-897-7781 or dhs.gov/e-verify. Please note that we do not use this information to pre-screen job applicants.
The IT Desktop Support Analyst will be responsible for the 2nd level call center support of all Denny's corporate and field employees via on-site support or remote connection. The analyst will work closely with the IT Technical Call Center team on knowledge transfer for first call resolution, recognize and recommend operation and process improvements to better support internal & external customers. To ensure success this analyst should have extensive knowledge of home and office systems, good problem-solving skills, exceptional communication, and high-level interpersonal skills. The desktop support analyst should be observant and detail-oriented and possess a sense of urgency and an understanding of the business, services, and the issues their customers face.
Essential Functions (Duties and Responsibilities)Desktop Support Efficiencies: Recognizes and recommends operation improvements as well as manages and resolves escalations of customer issues.Desktop Support Efficiencies: Defines process improvement opportunities and contributes with Service Portal service catalog configuration requirements.Day to Day Support: Researches, diagnoses, troubleshoots, and identifies solutions to resolve customer issues related to hardware, application use, design, and configuration.Day to Day Support: Stages, configures, tests, and deploys new hire equipment.Day to Day Support: Works in conjunction with the Technical Call Center Associates & Technical Services Knowledge Engineer to resolve problems on a first call basis.Training, Documentation, & Knowledge Transfer: Provides second tier technical support as well as provides training analysis of Technical Call Center Associates.Training, Documentation, & Knowledge Transfer: Works closely with desktop lead with step-by-step documentation of processes, research, and new initiative training materials.Communication: Follows up with users on a consistent basis and provide users with a detailed resolution.Communication: Reports software issues to appropriate team(s) on a timely basis, gathering all necessary information, to effectively research the software problem.Communication: Provides relevant and accurate feedback to co-workers/peers regarding technical problems related to corporate hardware and software.Day to Day Support: Ability to manage multiple customer issues simultaneously and effectively.Responsible for recovering assets of separated employees.Other duties as assigned.Education and Experience Requirements
Associate's degree in computer science or equivalent experience.2-3 years of recent experience in a technical support positions (Call Center experience preferred).Required Knowledge and Skills
Sharp troubleshooting and problem-solving abilities: quick, calm, logical and analytical.Strong understanding of desktop OS support (Windows 10 & macOS), Office 365 Business applications, Adobe Creative Cloud apps, & single sign-on solutions such as Onelogin.Must adhere to a flexible work schedule to include evenings, weekends, holidays, and rotating on call schedule, as well as the ability to prioritize job duties daily, work independently and multi-task in a fast-paced environment.Must have outstanding analytical, writing, and communication skills.Must have the ability to listen to internal and external customers and communicate extremely complex and technical information clearly and concisely, sometimes to a non-technical audience.Must have the ability to work well under pressure, stressful situations and to meet and exceed deadlines and expectations.Must demonstrate positive interpersonal skills to become and maintain the role of an "example employee".
Denny's Corporation is committed to providing equal employment opportunity for all persons regardless of age, race, creed, color, national origin, citizenship status, religion, sex, sexual orientation, gender identity, disability, genetic information, military or veteran's status, criminal background, or any other characteristic protected by Federal, State, or local law.
Applicants requiring reasonable accommodation for any part of the application process should contact 864-597-8000.
PLEASE DO NOT CONTACT THIS NUMBER TO CHECK THE STATUS OF YOUR APPLICATION.
Denny's Corporation participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee's Form I-9 to confirm work authorization. For more information on E-Verify, please contact the DHS at 888-897-7781 or dhs.gov/e-verify. Please note that we do not use this information to pre-screen job applicants.