Analyst I, Service Desk

Job Summary The AMC Service Desk is the "Primary Technical Support Contact" for theatres. The Analyst I, Service Desk position effectively supports theatres in achieving AMC's goal of providing a best-in-class guest experience. This is accomplished through technical support that excels in speed of service, transparency, and partnerships, utilizing phone, e-mail, voicemail, and ticketing software. This position is based in Leawood, Kansas, with remote eligibility. What you will be doing: * Handle all incoming calls in a friendly, courteous, and professional manner * Ensure all incoming calls are answered live within an average of 90 seconds * Accurately document incoming calls, e-mail request and voicemail messages into ticketing software in accordance with our Service Level Agreement (SLA) * Process voicemail and emails in a timely manner, prioritizing responses by business needs and documented procedures * Establish and maintain rapport with field managers by listening, empathizing, and answering questions * Ensure all Service Desk tickets are resolved in accordance with our Service Level Agreement (SLA) by identifying the service level for the ticket, properly documenting incident details and actions taken to troubleshoot, validating the resolution, and getting confirmation from the theatre that the issue has been resolved What we need from you: * High School Degree * 1+ years of experience in customer service * 2+ months of experience in an IT-related discipline, or 1+ years of experience as an AMC Manager * Working knowledge of help desk productivity tools, including call handling, ticketing software systems, and general MS Office applications * Ability to follow documented procedures and knowledge articles * Good oral and written communication skills * Ability to summarize and document complex technical issues while resolving them * Ability to effectively prioritize and execute tasks during periods of increased work volume * Strong attention to detail What we also value (preferred): * IT Certification (CompTIA A+, Network+, and/or IT Fundamentals) * Degree in a computer-related discipline * 1+ years of experience in help desk or support-related positions * Effective collaboration with peers on varying technical issues while remaining effective on individual tasks Minimum qualifications: * High School Degree * 1+ years of experience in customer service * 2+ months of experience in an IT-related discipline, or 1+ years of experience as an AMC Manager Why Work at AMC? Do you speak in movie quotes? Have a movie moment that changed your life? If you love all things movies, you may be a perfect fit for our team! AMC has propelled industry innovation since 1920, and we continue to innovate by delivering premium sight and sound, new and improved food and beverage options, and diverse content in our state-of-the-art theatres. AMC supports personal well-being and work-life balance with a benefits package designed to promote health and happiness, both inside and outside of work. * Hybrid work schedule (remote/in-office) for most corporate roles * Annual bonus potential * Accrued vacation and absentee time plus 12 paid holidays, including an additional day for your birthday * Reduced working hours on Fridays during the summer to enjoy more of what you love outside the office * Comprehensive medical, dental, and vision coverage * Free, confidential access to the Employee Assistance Program (EAP), supporting the whole person through everyday stressors and major life moments * 401(k) match to support your financial goals * A relaxed, collaborative office environment with Coca-Cola Freestyle machines * Convenient on-site gym facility * Daily free popcorn and discounts on food and drinks (excluding alcoholic beverages) * Special savings on AMC gift cards * And of course-FREE movies at any AMC theatre nationwide and the ability to provide up to 8 friends and family movie passes Compensation AMC provides a compensation range for open positions where required. Factors that may be used to determine actual compensation may include, but are not limited to, a specific skill set, relevant experience or geographic location. The compensation range for this position may be lower or higher in different markets based on business needs. The compensation for this position is: $19.50 - $21.00 Job Address One AMC Way 11500 Ash Street Leawood, Kansas 66211 Employment Status Full Time Relocation Eligibility No Department IT THEATRE HELP DESK Pay Rate Type Hourly AMC and its subsidiaries are committed to equal employment opportunity and complies with all applicable federal, state, and local employment laws. AMC strictly prohibits and does not tolerate discrimination and will provide equal employment opportunities to all applicants without regard to an applicant's race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, military status, veteran status, genetic information, or any other reason prohibited by applicable federal, state, or local law, regulation, or ordinance. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, promotion, discipline, compensation, benefits, and termination of employment.