The Level II Service Desk Analyst provides advanced technical support to restaurant personnel and Level I Analyst. This role ensures seamless operation of IT systems, enabling end-users to perform business tasks efficiently. The technician serves as an escalation point for complex issues and collaborates closely with Level I analysts to resolve incidents within established Service Level Agreements (SLAs). Responsibilities include remote and hands-on support, use of diagnostic tools, and contributing to process improvements and knowledge documentation.
Key Responsibilities
Strategy & Planning
- Analyze support trends to identify recurring issues and propose preventive measures.
- Proactively alert management of emerging technical issues or trends.
- Maintain and enhance knowledge base and troubleshooting documentation for use by Level I staff.
- Assist in the testing and evaluation of hardware and software for restaurant operations.
- Support the development and distribution of application updates and procedural documentation to the Level I Service Desk.
- Participate in software releases and rollouts in alignment with project and change management best practices.
- Provide advanced technical guidance, training, and mentorship to Level I analysts.
- Communicate process and procedural changes to Level I staff in a timely and effective manner.
- Support polling recovery efforts and incident response for restaurant systems.
- Contribute to onboarding and training of new technologies and instructional materials for restaurants and Service Desk staff.
- Act as an escalation point for advanced technical issues.
- Build and maintain positive working relationships with restaurant personnel and internal stakeholders.
- Escalate unresolved or critical issues to the Service Desk Manager as appropriate.
- Document all support interactions, decisions, and outcomes in the ticketing system.
- Utilize diagnostic utilities and online resources to resolve technical issues efficiently.
- Perform hands-on support such as software installations, hardware upgrades, file backups, and system configurations (POS and BOH systems).
- Conduct scheduled or recommended preventative maintenance tasks.
- Verify and document issue resolutions and conduct post-resolution follow-ups as needed.
- Develop and distribute help guides, FAQs, and best practice documentation for end-users.
- Reinforce adherence to SLAs and help maintain high levels of customer satisfaction.
- Evaluate tools, processes, and solutions, providing recommendations to improve restaurant technology operations.
- Collaborate with cross-functional teams (Applications, Infrastructure, Network) and vendors to resolve complex technical issues.
- Qualifications
- Education & Certifications
- Associate or bachelor’s degree in computer science, Information Technology, or a related field, or 3–5 years of equivalent work experience.
- ITIL v3 Foundation certification is a plus.
- Technical Skills & Experience
- Strong knowledge of Point of Sale (POS) and Back of House (BOH) systems and peripherals.
- Experience with Microsoft Windows Server environments (2016) and Windows 10/11.
- Familiarity with SQL scripting and Microsoft System Center Configuration Manager (SCCM).
- Experience with tablets and handheld payment devices is preferred.
- Proficiency with diagnostic and troubleshooting utilities.
- Background in ITIL-driven environments with a working understanding of ITIL processes.
- Strong documentation and technical writing skills.
- Communication & Interpersonal Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills with a focus on relationship building and active listening.
- Bilingual (English/Spanish) is a plus.
- Strong analytical and problem-solving skills.
- Ability to learn and retain technical information quickly.
- Capable of translating complex technical information into user-friendly terms.
- Self-motivated with a strong attention to detail.
- Able to prioritize and manage tasks in a fast-paced, high-pressure environment.
- Team-oriented and collaborative work ethic.
- Standard 40-hour work week (on-site) with rotating on-call schedule, which may include evenings, weekends, and hours outside the standard work schedule of 8:00 AM to 5:00 PM.
- Occasional travel may be required.
- Requires extended periods of sitting and computer use.
- Must be able to lift and move moderately heavy equipment such as computers and peripherals.
