: sep 28, 2021
Job posting end date
: oct 12, 2021
: us-wa-seattle-starbucks support center starbucks - it & engineering support
Job summary and mission
This position contributes to starbucks success by providing advanced technical support to the service desk, users and retail locationsAs a service desk analyst, senior, you will serve as the second level resource for hardware and software problems and questions, relating to point of sale (pos) and end user technical issues.
Models and acts in accordance with starbucks guiding principles.
Summary of key responsibilities
Responsibilities and essential job functions include but are not limited to the following:
Acts as a role model and provides technical support and guidance to service desk analysts in the areas of technical troubleshooting, professional call handling, and escalation procedures.
Assists service desk leadership by providing feedback to aid in the coaching and development of analysts in timely manner.
Updates, modifies, and creates knowledge base articles in a timely manner to ensure service desk analysts have the most up to date information.
Effectively identifies and communicates trends, knowledge article updates, and troubleshooting tips, to the service desk, incident management, leadership, and cross functional teams.
Provides on-call technical support after hours and on weekends for resolution of high priority incidents.
Escalates incidents to multiple teams across the organization when further assistance for resolution is required.
Answers incoming customer contacts during peak periods, when additional experience is required, or as needed.
Utilizes tools and resources to stay up to date on technical knowledge in a multi-platform, fast-paced, and changing environment.
Uses service desk tools and resources to provide exceptional customer service and problem resolution.
Summary of experience
-coaching and training others (1+ year)
-help desk or customer support environment supporting various hardware, software and personal computer tools (1+ year)
-networks and operating systems (1+ year)
-utilizing problem management and knowledge base tools (1+ year)
Required knowledge, skills and abilities
Ability to communicate clearly and concisely, both orally and in writing
Ability to work both independently and as part of a team
Ability to provide exceptional customer service
Ability to follow detailed procedures/processes
Ability to prioritize multiple tasks in a fast-paced environment, with a sense of urgency
Intermediate to advanced problem diagnosis and troubleshooting skills
Ability to exercise sound judgement, show initiative, and effectively use resources
Ability to receive/deliver feedback to/from multiple audiences
Starbucks and its brands are an equal opportunity employer of all qualified individuals.
We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiencesWe believe that enables us to better meet our mission and values while serving customers throughout our global communitiesPeople of color, women, lgbtqia+, veterans and persons with disabilities are encouraged to apply.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinancesStarbucks corporation is committed to offering reasonable accommodations to job applicants with disabilitiesIf you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at email@example.com