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 transparent, 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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Strong 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 (New South Wales)
🏢 Nityo Infotech
📍 New South Wales