Join Our Team!

The 10-12 person Enterprise Service Management team is a fusion of Service Desk, Desktop, Field Techs, Web Collaboration and Support teams. The overarching mission of the Service Desk is to be the single point of contact for all team members, vendors, service providers and occasionally guests that require incident resolution and request for service. The unified Enterprise Service Management team priority is providing “top shelf” service and support experience.

The Service Desk Support Analyst Level 1’s role is to provide first line remote assistance across the Enterprise Organization. This consists of desktop computinghardware/software/applications and all Point-of-Sale hardware and software applications; ensure optimum functionality of software, workstations, mobile devices, accessories, and printers. Responsible for day-to-day support, ticketing system flow, coordinating support/training sessions with team members and escalating issues to coworkers or leadership on an as needed basis. Assist with ongoing projects, research, and collaboration and provide support in managing technology workload across company.

The schedule for this position is rotating to meet the needs of the business. Service Desk hours are 8am -10:30pm.

This is an entry level position.

Responsibilities

Provide Amazing Experience: Demonstrates ABC’s Core Values in every interaction while identifying and resolving technical issues OR collaborating with other team members to resolve those issues.

Takes ownership for completing each assignment by (1) understanding overall business objectives & priorities, (2) focusing on solutions which leverage data and (3) operating with a sense of urgency. Recognizes when escalation is appropriate.
Remains professional with difficult or challenging team members and exhibiting patience to avoid the escalation of frustration levels.
Identify when an issue (or opportunity) may be an indicator of a recurring problem (or needed solution) others may experience then analyze data to develop a recommended resolution.
When handling Service Request/Issue tracking, the Analyst ensures the details are captured, validated, and triaged for further processing or resolution.
Install, configure, test, maintain, monitor, and troubleshoot team member workstations, POS Systems.

Communicate with the Enterprise Organization: Ensuring timely follow up on tickets and certifying that various types of information are communicated across the organization through the appropriate channel(s).

Negotiate service level agreements based on impact and urgency. Maintain Service Level target of 8 as detailed on the IT Scorecard.
Think analytically to use technology to solve a variety of problems. Maintain flexibility in thinking - and adaptability to quickly respond to changing priorities.
Continuously learns and grows to enhance the team’s capabilities and their own career – especially responding to direction from other team members by professionally receiving feedback.

Enable the Technology Team to Deliver Results & Constantly Improve

Follow recording, documentation, and closure processes which allow the technology team to track issues and identify areas of improvement.
Perform analysis, diagnostics, and resolution for complex desktop and POS problems; recommends and implements corrective solutions.
Install, configure, test, maintain, monitor, and troubleshoot team member workstations, POS Systems.

Optimization and Process Improvement: Improvement to the above through analysis, reviews, and reporting as well as through automation, competence building, knowledge sharing and job shadowing.

Follow recording, documentation, and closure processes which allow the technology team to track issues and identify areas of improvement.
Perform onsite/offsite analysis, diagnosis, and resolution for complex desktop and POS problems; recommends and implements corrective solutions.

Ownership and Positive Relationships: The Enterprise Service Desk is expected to own, deliver, and improve critical Technology Services to the company (such as company printing, desktops/laptops, and conference room technology) leveraging industry best practices. They seek to maintain strong, positive relationships with our team members vendors and guests.

L1/L2 Scorecard Review: Each team member will be scored on response/resolution time; mean time to resolve; 1st contact resolution; talk time; speed to answer; queue management and knowledge management. Maintain Service Level target of 8 as detailed on the IT Scorecard

Job Requirements

Minimum Experience, Skills, and Education

Minimum 2 years customer service experience is required. (Help Desk or Retail experience is preferred).
The following certifications are required: ITIL Foundations, HDI Customer Service
A High School Diploma or general education degree (GED). A Bachelor’s degree in Information Systems or related field preferred; or equivalent combination of education and experience
Ability to speak effectively before groups of executives, departments, team members and external vendors.
10% Travel throughout the state of FL is required.
Lifting required up to 25lbs required
Work schedule includes nights/weekends and can change with short notice
Mandatory after hour support October, November, and December
Each year PTO blackout October 1st thru January 1st

Work Environment

The work environment characteristics described here are representative of those the team member encounters while performing the essential duties and functions of this position.
The noise level in the work environment is usually moderate.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The team member is occasionally exposed to outdoor weather conditions, when maintaining the property and assisting guests is necessary.

Our Mission is: “We make everyday celebrations better while enriching the lives of team members and by contributing to organizations that benefit families in the communities we serve.”

Come join this family-owned, growth-oriented organization today!

PAID VACATION AND PTO
TUITION REIMBURSEMENT
ABC UNIVERSITY - GREAT WINE, SPIRITS, BEER, CIGAR TRAINING
EXCELLENT WELLNESS-BASED HEALTH INSURANCE FOR INDIVIDUAL + FAMILY
DENTAL AND VISION PLANS
COMPANY-MATCH 401K PROGRAM
EMPLOYEE DISCOUNTS ON WINE AND SPIRITS
EMPLOYEE ASSISTANCE PROGRAM (EAP)
PET INSURANCE

Equal employment opportunity
ABC is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and we make all employment decisions without regard to race, ethnicity, color, age, sex, gender, gender identity or gender expression, sexual orientation, religion, creed, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, medical condition, military status, or any other basis prohibited by law (“protected status”).

ABC is an alcohol-free, drug-free workplace.

#AlwaysBeCelebrating

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