Help Desk Analyst

Are you looking to kickstart a new IT career with a unified elite team? Here is a great opportunity for you to grow with a large and outstanding company. You could make a difference by becoming a member of the Yum! Service Desk. Your primary role will be to troubleshoot, analyze and resolve IT incidents impacting the computers of Yum! Brands, Inc. and it's subsidiaries (KFC, Pizza Hut, TacoBell, Habit Burger Grill, TikTuk, Heartstyles, and Dragontail). The primary responsibilities include troubleshooting, analyzing and resolving technical issues for onsite and remote clients while providing outstanding positive customer experience. This position is the first line of IT support.

Our team provides outstanding customer experience while also troubleshooting a large array of issues affecting Yum! employees.  Other responsibilities will include working with the level 2 and IT operations teams on different issues. You will also assist in the testing of new tools to grow the team's productivity and efficiency.

Responsibilities:

• Provide efficient and courteous customer service focused on outstanding customer experience.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Use a variety of communications tools and methods to troubleshoot issues with users: (i.e. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client).
• Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements.
• Work a flexible schedule that may include morning, afternoon, evening, or weekends, and holidays to meet support and staffing needs.

Minimum Requirements:

• 1 – 2 years of experience providing technical desktop, helpdesk and/or support services.
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10 and 11, Mac OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone).
• 1 – 2 years of experience in customer service.

Preferred Requirements:

• Bachelor’s degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx

Salary Range: $­­42,600 - $45,000 annually + bonus eligibility. This is the expected salary range for this position. Ultimately, in determining pay, we'll consider the successful candidate’s location, experience, and other job-related factors.

Benefits: Employees (and their eligible family members) may enroll in the following types of insurance coverage: medical, dental, vision, legal, and accidental death and dismemberment, as well as FSA/HSA (depending on enrolled medical plan). Yum! also provides short-term disability, long-term disability, and life insurance. Employees may enroll in our 401(k) plan. Yum! provides 4 weeks of vacation, paid sick leave, 10 paid holidays, a floating day off and 2 paid days for volunteer time each calendar year. To learn more about working at Yum! -Click here. 

At Yum!, one of our core values is to Believe in ALL People. This means seeing the value in everyone and unlocking their full potential to be their best self. YUM! Brands, Inc. (including its subsidiaries Yum Restaurant Services Group, LLC (“YRSG”) and Yum Connect, LLC (“Yum Digital and Technology”)(collectively, “Yum”) is proud to be an equal opportunity employer and is committed to equity, inclusion, and belonging for all dimensions of diversity.  We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other protected characteristic. Yum! is committed to working with and providing reasonable accommodation to applicants with disabilities or special needs.

Our mission at Yum! is to build the world’s most loved, trusted and fastest growing restaurant brands. KFC, Pizza Hut, Taco Bell and The Habit Burger Grill continue to thrive as relevant, distinctive and easy to access global brands, with over seven new restaurants opening per day on average.

But it’s not about where we are – it’s about where we are going. We are using technology to create competitive advantages and drive unit economics for our 50,000 restaurants around the world, all designed to make it easier for customers to order the chicken, pizza, tacos and burgers they crave in our more than 150 countries and territories.

We do this work while caring for our people and our communities. In 2019, Yum! Brands was named to the Dow Jones Sustainability North America Index; the following year, the company ranked among the top 100 Best Corporate Citizens by 3BL Media. And in 2020, we committed $100 million over the next five years to unlock opportunity and fight inequality.

Yum! is a place where all employees can be themselves, make a difference and have fun. Our unique culture is built around our values of believing in our people, trusting in their positive intentions, encouraging ideas from everyone and recognizing wins — both big and small.

For those who join the world’s largest restaurant company, growth opportunities are endless.