Help Desk Analyst
Panera Bread - Sunset Hills, MO

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Description

Panera, LLC is currently accepting applications for an

Analyst, Field Services Support (Help Desk Analyst)- St. Louis

Panera is a specialty concept with unparalleled people and quality products offering careers as diverse as our breads. As a result of continued growth, Panera is actively seeking to add a new member to the Field Services Support team. The Analyst will be primarily responsible for providing technical support to our cafes

The Mission Statement

for this position is to provide timely, professional end user support to our Cafe Managers and Associates, by working remotely to identify and resolve Panera Point of Sale System problems or related questions.

Accountabilities

are the day-to-day functions that maintain the organization. Accountabilities are tasks and responsibilities commonly thought of as belonging on a job description.

Provide professional and courteous phone support that will ensure the highest level of customer service and satisfaction.

Will strive to ensure Cafe associates moral and Cafe sales are not negatively impacted by minimizing downtime from POS system issues

Will log accurate records of all support issues in Heat; including problem description, resolution, troubleshooting methods, and conversations with the customer.

Develop and maintain an in-depth knowledge of the Panera POS System hardware and software technology systems; including front of house, back of house and communication network.

Demonstrate the ability to diagnose and troubleshoot software, hardware and procedural problems.

Work to minimize downtime resulting from procedural, hardware, or software applications issues within the Panera POS System.

Develop and maintain knowledge of all business processes and procedures used by Panera Bread Bakery-Cafes.

Working conditions are normal for an office environment. Shift work is required; including weekends and overtime as needed. Will be subject to on call or call back status if needed.

May be assigned other duties, which can include but are not limited to: Software Deployment, System Staging, Configuration & Testing, System Programming, or Cafe Installations & Upgrades.

Objectives

are the activities required to ensure key success factors are attained. Objectives for our purposes are those items that we must do, to move the business forward.

Thoroughly document all support contact information into the problem/event tracking system, allowing for successful historical and trend analysis.

Strive to answer all calls on a live basis, with a minimum average of 90% live call answer. To return all calls left on voice mail within 30 minutes.

Develop skills and demonstrate ability to resolve 70% of all tickets logged on the first contact.

Escalate calls that have exceeded defined parameters to the Second Level Specialists or to a member of the Field Services Leadership team.

Work on Active Tickets and update them with any work performed or communication.

Demonstrate knowledge of Field Services Support processes and procedures.

Demonstrate willingness to learn and increase knowledge of the Panera POS Systems deployed.

Performs all other duties or projects assigned by supervisor.

Qualifications

Strong telephone and interpersonal contact skills required; with call center experience a plus.

Willingness to have telephone conversations monitored for quality performance review.

Ability to type at least 30 WPM with a high degree of accuracy.

Excellent written and verbal communication skills.

Experience with PC/LAN and/or POS hardware systems.

Proficient with Microsoft Windows NT/95/98/2000/XP, Internet Explorer, Outlook, Word, Access and Excel; Remote communication software such as PCAnywhere.

Experience with SQL, VB .NET, VB Scripting, MS SQL Server, and Software Development are a plus.

A+, MCP or MCSE certifications are a plus.

Experience with Heat or another helpdesk tracking software is desirable.

Proficient in common food service or retail business operations.

Associate's degree required. Bachelor's degree in computer\software related field desired.

Job

Information Technology

Primary Location

US-MO-Sunset Hills

Recruiter

Michelle Russell

Panera Bread - 2 years ago - save job - copy to clipboard
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