Operates on a 7-day roster across trading hours (8am-11pm)
Supports critical QSR platforms:
POS (Aloha), BOH, EFTPOS
Network & Connectivity
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
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)
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
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 elevate vs continue troubleshooting
WORKING RELATIONSHIPS
Service Desk L2 Analysts
Service Desk & Incident 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
#J-*****-Ljbffr

📌 Service Desk Analyst (New South Wales)
🏢 Nityo Infotech
📍 New South Wales