Service Desk Analyst

Flynn Restaurant Group Corporate - Independence, OH

Full-time
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Come join our team!

Full Time- 4- 10 hour shifts (3 Days off!)

Sat & Sun 9AM - 8 PM

Mon & Tue 8AM - 7PM

Company Background

Flynn Restaurant Group (FRG) was started in 1999 as the owner and operator of eight Applebees in Washington state.

Since then the company has grown at over 30% a year, added three additional leading brands in Taco Bell, Panera, and Arbys, and has become the largest restaurant franchisee and one of top 20 largest foodservice companies in the United States.

Today, through its four wholly-owned subsidiaries, Apple American Group, Bell American, Pan American, and RB American Group, FRG owns and operates over 460 Applebee's, 280 Taco Bells, 130 Panera cafes, and 360 Arbys representing $2.3 Billion in Sales and directly employing nearly 50,000 people in 35 states.

Going forward, the company plans to continue its aggressive growth by building and acquiring additional restaurants as well as opportunistically expanding into other brands and businesses.

Flynn Restaurant Group Support Center

Our mission at the Support Center is clear we provide ever improving support and systems that enable our operators to be more effective and focus on running premier restaurants.

We value our 150+ employees and are committed to setting clear expectations, rewarding and appreciating their contributions, and helping our employees reach their full potential.

We look for people to join our team who think beyond themselves and consider the overall business, that want to Own it and have the Whatever it Takes attitude!

Position Description

Provides technical support for IT service deliverables. Proactively monitors critical systems and responds to defined conditions accordingly.

Responsibilities

Research, resolve and respond to incidents and requests, providing excellent customer support for IT service deliverables. Follow up with user to ensure problem is resolved satisfactorily.
Acquire and maintain knowledge of relevant service offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
Act as product liaison for major products or rollouts, working with other areas of IT, other departments, and third-party vendors to solve technical issues as needed.
Install new or upgraded hardware/software as assigned via service requests. Coordinate installation with the user and follow up to ensure customer satisfaction.
Provide accurate and timely logging of customer incidents and tasks to meet or exceed agreed upon service levels.
Demonstrate initiative and act independently to resolve problems.
Participate as a member of a rotating IT on-call team supporting our internal customers.
Assess requests and support users with a goal of first contact and/or first level resolution.
Escalate incidents subsequent to thorough troubleshooting and information gathering.
Work with the Training department on any issues that would be best addressed through additional training resources or classes.
Objectives for 2019

Begin monitoring critical systems and responding to warnings and failures.
Implement Change, Knowledge, and Problem Management processes.
Improve First Contact Resolution.
Improve First Level Resolution.
Desired Skills and Experience

Bachelor's degree is a plus, as well as 1-3 years experience in IT or related field.
Excellent verbal and written communication skills required.
ITIL and/or HDI experience and certifications a plus.
Ability to type 40 words per minute.
Ability to lift, carry, and place various equipment up to 50 pounds.

Brand: Flynn Restaurant Group Corporate
Address: 6200 Oak Tree Blvd, Ste. 250 Independence, OH - 44131
Property Description: 2002 - Support Center - OH
Property Number: 1002