Job Title: IT Help Desk
Schedule: Training is for 4 weeks- M-F 8 to 5 then shift schedule - probably 5pm-1am but the rest will have start times between 8 and 10AM - working an 8 hour day
Duration: 12 months 
Location: Louisville KY

Notes:

• Candidates must be local as training will be on site in Louisville for first 4 weeks, then moving to remote
• Training is for 4 weeks- M-F 8:50-5 then they are not required to come in again .. with hiring 8 people, we need at least 2 of them to then transition to a night shift schedule - probably 5pm-1am but the rest will have start times between 8 and 10AM - working an 8 hour day

Purpose of the job:
The position is responsible for providing first level support and troubleshooting for every KFC manager and team member that calls or chats with the KFC Restaurant Service Desk. Our support includes but is not limited to in restaurant hardware and software, reporting, HR technologies, customer payment systems, networking, and operational (how-to) issues that KFC teams face on a daily basis.

Description:

• Call center atmosphere. Responsible for taking calls during full shift
• Analyze and resolve hardware, software and operational issues within our service level agreements
• Maintain a basic understanding of KFC operational procedures
• 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 when necessary to resolve issues
• Work a flexible schedule that may include days, night, weekends, to meet support and staffing needs
• Provide stellar customer service to our customers, treating every call with respect and positive energy
• Collaborate with other Service Desk analysts to troubleshoot and resolve complex issues
• Participate in all individual and group training initiatives required to work at least one weekend day.

Working Relationships:

• KFC Restaurant Managers, Above Restaurant Leaders, Restaurant Team Members, other internal RSC associates
• SUPERVISION OF PERSONNEL: List employees reporting directly to position. After each supervisory position, list number of exempt, non-exempt, and total employees supervised.

Knowledge and skills required:

• State formal educational level and experience required for the job. State additional professional, technical or years of experience required.
• Some college preferred
• Good organizational, oral/written communication, and problem solving skills
• Good understanding of computer concepts (PC Fundamentals/Operating Systems)
• Ability to type 40 words per minute
• Minimum of 1 of year previous help desk/call center experience is desired
• Spanish fluency is desired

• Basic understanding of restaurant operations is desired
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 20.00/hr.