Job Description

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- Operates on a 7-day roster across trading hours (8am-11pm)
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- Supports critical QSR platforms:
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- POS (Aloha), BOH, EFTPOS
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- Network & Connectivity
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- Aggregators & eCommerce Integrations
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POSITION FUNCTIONS

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1. Incident Intake & First Response

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- Respond to incidents via ticketing tool Jira Service Management
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- Answer P1 calls via P1 Area Coach Hotline
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- Accurately categorize and prioritize tickets (P1-P4)
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- Perform initial triage and apply standard troubleshooting steps via phone call, chat and monitoring tools.
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- Ensure SLA response targets are met consistently
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- Resolve common issues using knowledge base and runbooks
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- Support basic troubleshooting across:
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- All restaurant hardware / software
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- Password/access issues
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- Device restarts / connectivity checks
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- Maximize FCR performance (target aligned to ~75% current market benchmark)
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- Escalate unresolved incidents to L2, Field Services Operations, or 3rd Party Vendors
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- Provide clear, structured handovers with diagnostics completed
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- Follow up on escalations to ensure timely resolution
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- Provide clear, confident support to restaurant staff under pressure
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- Prioritize "unable to trade" incidents with urgency
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- Maintain a calm, structured approach during peak trading
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5. Knowledge & Process Contribution

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

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1. Major Problems

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

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- Determines incident priority and initial resolution path
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- Decides when to elevate vs continue troubleshooting
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WORKING RELATIONSHIPS

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

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- 1-2 years IT support (tech exposure preferred)
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- Basic troubleshooting across Windows, Networks, POS Systems
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- Robust communication (for non-technical users in high-pressure environments)
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- High attention to detail and structured thinking
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📌 Service Desk Analyst (Northern Beaches Council)
🏢 Nityo Infotech
📍 Northern Beaches Council