Service Desk Analyst – Level 1

SCOPE AND MAGNITUDE

- Handles high-volume environment (~4,500 tickets/month)
- Operates on a 7-day roster across trading hours (8am–11pm)
- Supports critical QSR platforms:
- POS (Aloha), BOH, EFTPOS
- Network & Connectivity
- Kiosks, Digital Menu Boards, KDS
- Aggregators & eCommerce Integrations

POSITION FUNCTIONS

1. Incident Intake & First Response

- Respond to incidents via ticketing tool Jira Service Management
- Answer P1 calls via P1 Area Coach Hotline
- Accurately categorize and prioritize tickets (P1–P4)
- Perform initial triage and apply standard troubleshooting steps via phone call, chat and monitoring tools.
- Ensure SLA response targets are met consistently

2. First Contact Resolution (FCR)

- Resolve common issues using knowledge base and runbooks
- Support basic troubleshooting across:
- All restaurant hardware / software
- Password/access issues
- Device restarts / connectivity checks
- Maximize FCR performance (target aligned to ~75% current market benchmark)

3. Escalation & Coordination

- Escalate unresolved incidents to L2, Field Services Operations, or 3rd Party Vendors
- Provide explicit, structured handovers with diagnostics completed
- Follow up on escalations to ensure timely resolution

4.



Customer Experience (Restaurant Focus)

- Provide clear, confident support to restaurant staff under pressure
- Prioritize “unable to trade” incidents with urgency
- Maintain a calm, structured approach during peak trading

5. Knowledge & Process Contribution

- Update knowledge articles and standard fixes
- Identify repetitive issues and flag to L2/Problem Management
- Support continuous improvement of service processes

POSITION IMPACT

1. Major Problems

- Failure to correctly triage incidents can delay restoration of restaurant trading
- Poor customer handling directly impacts restaurant confidence in IT

2. Decision Making Authority

- Determines incident priority and initial resolution path
- Decides when to escalate vs continue troubleshooting

WORKING RELATIONSHIPS

- Service Desk L2 Analysts
- Service Desk & Incident Manager
- Problem Manager
- Field Services & Deployment Teams
- External 3rd Party Vendors

SKILLS & EXPERIENCE

- 1–2 years IT support (tech exposure preferred)
- Basic troubleshooting across Windows, Networks, POS Systems
- Strong communication (for non-technical users in high-pressure environments)
- High attention to detail and structured thinking

📌 Service Desk Analyst (Sydney)
🏢 Nityo Infotech
📍 Sydney