Help Desk Analyst

Help Desk AnalystThe Help Desk Analyst supports users concerning any type of problem, issue, or questions that arise with the office systems hardware, software, or procedures while maintaining an acceptable customer service level.Duties and ResponsibilitiesAnswer incoming telephone requests for assistance from users experiencing problems with hardware, software, and system procedures.Maintain Call Center Metrics.Log and track calls using a problem management database and maintaining history records and related problem documentation.Determine whether the problem is caused by hardware such as a modem, printer, cable, monitor or user error.Collect information about problems and lead users through the procedures.Manage open incidents and follow them to resolution.Handle all recognition, research, isolation, resolution, and follow-up for routine user problems, referring to more complex problems to second level support.Functional SkillsAbility to multitask.Understanding of a Point-of-Sale system.Ability to work with a sense of urgency.CompetenciesDrive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.Motivating Others: Creates a climate in which people want to do their best. Can motivate peers; and empower others. Is someone people like working with.Education, Experience and CertificationsFood industry experience preferred.Our ValuesEVERYONE BELONGS - We believe connectedness and belonging are the essential ingredients to our successDO THE RIGHT THING - We are relentlessly focused on quality and integrity and make the right choices, even when it's difficultPEOPLE FIRST - To craft positive experiences for our customers, we take care of each other firstINNOVATE TO WIN - We champion and challenge for a better way in all we doHAVE FUN - We find joy, create meaningful impact and celebrate the journey togetherOur Core CompetenciesCUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellenceRESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challengesCONTINUOUS IMPROVEMENT - We champion for better through strategic risk taking, experimentation and challenging the status quoBIAS FOR ACTION - We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industryWINNING TOGETHER - We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacityPapa Johns is an equal opportunity employer.Papa Johns is a federal contractor that participates in the E-Verify program to confirm employment eligibility for each new team member. We also comply with all Right to Work requirements. Official E-Verify and Right to Work notices are available for applicants to review in both English and Spanish.Physical DemandsWhile performing the duties of this job, the team member is regularly required to sit and talk or hear others.The team member frequently is required to use hands to type, feel equipment, and the like.The team member is occasionally required to stand, walk, reach with hands and arms, repetitive use (or motion) of arms and hands, bend and stoop, and lift up to 10 pounds.WORKING CONDITIONSWorking conditions are normal for an office environment.ADA: Papa Johns will make reasonable accommodation(s) in compliance with the Americans with Disabilities Act of 1990, including changes made by the ADA Amendments Act of 2008.