It Help Desk Analyst

JOB SUMMARY

Based in our Irvine, CA Support Center and reporting to the Manager of our Helpdesk. This person will support The Habit Burger's entire technology stack via phone, email, through our ticket management system, and in person. This is an IT Position in a fast-paced, rapidly growing restaurant chain. The Service Desk Analyst is expected to provide excellent customer service while troubleshooting technical issues. This position requires a highly detail-oriented person capable of staying calm under pressure and walking less technical individuals through troubleshooting steps. The ideal candidate has previous customer service experience in either a restaurant or retail environment and has either 6 months of Service Desk support experience or entry-level technical training and certifications. Our Service Desk is operated almost 24 hours per day, 7 days a week - weekend work will be required.

ESSENTIAL JOB FUNCTIONS

• Complete password reset requests
• Resolve previously identified (known) issues utilizing the knowledge base
• Log incident details
• Troubleshoot basic issues related to restaurant technology (i.e., connectivity issues, software upgrades, etc.)
• Assist stores with questions related to restaurant technology and applications
• Consult with service desk team members to resolve issues
• Respond to support requests via phone, online ticket management system, email, MS Teams, and in person as needed.
• Initiate service orders to dispatch technicians to resolve technology or facility issues

Day-to-Day Support:

• Document ALL communication and troubleshooting steps and close or escalate tickets as needed via the Service Desk ticket management system.
• Perform other duties and special projects as assigned by the Service Desk Team Leaders
• Communicate with various vendors for warranty and other troubleshooting requirements.

Field Support:

• May be required to visit the Resturant location for onsite troubleshooting and hardware/software installation or replacement.
• May participate in New Restuarant Opening technology installation (multi-state).

SKILLS AND KNOWLEDGE REQUIREMENTS

• Ability to multitask and work over the phone, web browser chat or email.
• Spanish speaking is a plus.
• Restaurant or Retail customer service history preferred.
• Some travel may be required to visit restaurant locations including out of state.

COMPENSATION: $17.06 - $22.05 per hour + bonus eligibility. This is the expected hourly range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.

At Yum! Brands and at The Habit Restaurants, LLC, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. The Habit Restaurants, LLC is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. We are committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

Employment eligibility to work with Yum! in the U.S. is required as the company will not pursue visa sponsorship for this position.

BENEFITS

Competitive salary with benefits including:

• Hybrid Work Environment
• Up to 4 weeks of vacation per year plus additional sick days
• Up to 10 Paid Holidays + 1 Floating holidays
• The company provided Recharge Days to unplug and reenergize
• Recognition based culture
• Competitive bonus program for eligible roles

FAMILY BENEFITS:

• Bereavement time off
• Employee Assistance Program available to all employees and their dependents
• Comprehensive medical, dental, and vision benefits including prescription drug benefits & 100% preventative care starting on Day 1
• Healthcare and dependent care flexible spending accounts
• Onsite childcare through Bright Horizons

ADDITIONAL PERKS:

• Up to 2 Paid Days to Volunteer for any non-profit or charitable organization important to you
• 401(k) benefit plan with a 6% matching contribution
• Onsite gym with brand new equipment and fitness classes
• Access to LinkedIn Learning

NOTE: This job description is not intended to be all-inclusive. Team Members may perform other related duties as negotiated to meet the ongoing needs of the organization.

Yum! Brands, Inc., based in Louisville, Kentucky, and its subsidiaries franchise or operate a system of over 55,000 restaurants in more than 155 countries and territories under the company’s concepts – KFC, Taco Bell, Pizza Hut and the Habit Burger Grill. The Company's KFC, Taco Bell and Pizza Hut brands are global leaders of the chicken, Mexican-style food, and pizza categories, respectively. The Habit Burger Grill is a fast casual restaurant concept specializing in made-to-order chargrilled burgers, sandwiches and more. In 2023, the KFC, Taco Bell and Pizza Hut brands were ranked in the top five of Entrepreneur’s Top Global Franchises Ranking. In addition, in 2023 Yum! Brands was included on the Bloomberg Gender Equality Index; Forbes’ list of America’s Best Employers for Diversity; and Newsweek’s lists recognizing America’s Most Responsible Companies, America’s Greatest Workplaces for Diversity and America’s Greatest Workplaces for Women. In 2022, the Company was named to the Dow Jones Sustainability Index North America.

As the world's largest restaurant company, we have a clear and compelling mission: to build the world's most loved, trusted, and fastest-growing restaurant brands. The key and not-so-secret ingredient in our recipe for growth is our unrivaled culture and talent, which fuels our results. To that end, we're looking for talented, motivated, team-oriented individuals to join us and have the opportunity be your best, have fun, make friends, and make a positive impact.

We are excited about the future growth of our brands. In fact, as a company we are opening an average of 8 restaurants a day worldwide! This growth creates endless opportunities for professional, as well as personal growth. Customer sentiment and love for our brands is the fuel for our excitement! Taco Bell has been named one of the 10 Most Innovative Companies in the World by Fast Company. Pizza Hut delivers more pizzas than any other pizza company in the world, KFC's still uses its 75-year-old finger-lickin' good recipe, including secret herbs and spices to hand-bread its chicken every day, and the Habit Burger Grill is looking to expand its regional footprint across the country.