service desk analyst, Starbucks Technology - Seattle, WA Starbucks
Seattle, WA

Job Description

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.

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, including minorities, women, veterans and individuals with disabilities. Starbucks will consider for employment qualified applicants with criminal histories in a manner consistent with all federal, state, and local ordinances.