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Service Desk Analyst, Starbucks Technology

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Starbucks

Starbucks

Service Desk Analyst, Starbucks Technology

Seattle, WA
Full Time
Paid
  • Responsibilities

    JOB SUMMARY AND MISSION

    This job contributes to Starbucks success by acting as a first point of contact within the Service Desk for technical issues for end users and retail locations. Responds to routine hardware/software problems and/or questions from retail locations, regional offices and roasting plants globally. 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:

    • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
    • Documents user problems, troubleshooting steps, resolutions and escalation paths using Service Desk tools and resources.
    • Maintains regular and consistent attendance and punctuality in accordance with ‘Starbucks Attendance Standard for Contact and Service Centers’.
    • Performs first-level core troubleshooting on hardware/software systems, answers question and provides technical solutions.
    • Identifies and escalates issues requiring urgent attention with Incident Management and Service Desk Leadership.
  • Qualifications

    BASIC QUALIFICATIONS

    • Basic qualifications for this role are:
    • Experience in a call center or customer support environment supporting various hardware and software problems
    • Experience using a knowledge base and ticketing system
    • Experience using retail point of sale systems
    • Familiarity with multiple hardware and software systems with some technical knowledge

    REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

    • Ability to communicate clearly and concisely, both orally and in writing
    • Ability to handle multiple tasks simultaneously
    • Ability to work in a fast-paced and changing environment
    • Ability to work as part of a team
    • Ability to deliver customer service to users with various levels of computer knowledge
    • Strong technical aptitude and troubleshooting skills
    • Ability to manage time effectively

    CORE COMPETENCIES

    CUSTOMER FOCUS - Delivers legendary service that meets and exceeds all customers' expectations

    ETHICS AND INTEGRITY - Adheres to Starbucks values, beliefs and principles during good and bad times

    COMPOSURE - Remains calm, maintains perspective and responds in a professional manner when faced with tough situations

    PERSONAL LEARNING - Takes personal responsibility for the continuous learning of new knowledge, skills and experiences

    DEALING WITH AMBIGUITY Able to successfully function during times of uncertainty and changing priorities DECISION-MAKING - Makes timely and quality decisions based on a mixture of analysis, wisdom, experience and judgment

    INTERPERSONAL SAVVY - Builds effective relationships with all people

    RESULTS ORIENTED - Gets results and achieves goals

    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 experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People 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 ordinances. Starbucks Corporation is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@starbucks.com

  • Industry
    Food and Beverages
  • Fun Fact
    Starbucks proudly hires veterans, opportunity youth, and invest in education. Lots of opportunities to grow with Starbucks, from a barista to a manager!
  • About Us
    Starbucks is about more than just a coffee; they're dedicated to employee and community growth. Starbucks even runs a program that pays for their baristas tuition to help them finish their education. That’s why when you launch your career inspired by human connection and the opportunity to become your personal best, the possibilities are endless. SCAP - Starbucks College Achievement Program