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Yum! Service Desk Analyst (6 openings) job in Louisville

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Kentucky (KY), Louisville
Employer:  Yum! Brands
Job Ref:  540480
Country:  United States
City:  Louisville
State:  Kentucky (KY)
Company Summary
Yum! Brands, Inc., based in Louisville, Kentucky, has nearly 43,000 restaurants in 135 countries and territories and is one of the Aon Hewitt Top Companies for Leaders in North America. The Company's restaurant brands - KFC, Pizza Hut and Taco Bell - are the global leaders of the chicken, pizza and Mexican-style food categories. Worldwide, the Yum! Brands system opens over six new restaurants per day on average, making it a leader in global retail development.

Since our spin-off from PepsiCo in 1997, Yum! Brands has become a truly global company going from approximately 20 percent of profits coming from outside the U.S. to almost 65 percent in 2015. We're a leader in global retail development, opening on average over six new restaurants per day worldwide.

We're proud to be the worldwide leader in emerging markets with nearly 17,000 restaurants, nearly twice as many as the nearest competition. With about 2.5 restaurants per million people in the top 10 emerging markets, compared to 57 restaurants per million in the U.S., we are on the ground floor of global growth.

Our goal is to continue to build three global, iconic brands that people trust and champion. We are evolving KFC, Pizza Hut and Taco Bell into more relevant, engaged, connected and caring global brands. We will focus on sharper brand positioning and insight-driven marketing programs by concentrating on these key areas: more product customization, more transparency, leading innovation and more engagement through social media and digital. We also remain focused on the three keys to driving shareholder value: new-unit development, same-store sales growth and generating high returns on invested capital.

Importantly, we're extremely proud of our associates around the globe and the unique culture we've built, one that's filled with energy, opportunity, and fun. We believe in our people, trust in their positive intentions, encourage ideas from everyone, and have actively developed a workforce that is diverse in style and background. Yum! Brands is a place where anyone can, and does, make a difference.

Job Description
Are you a self-starter and love helping people? Here is a great opportunity for you to grow with a large and outstanding company. You can make a difference by being part of the Yum! Service Desk Team. Your primary role is to interact with Yum above-store customers via telephone, email and online in response to inquiries and requests that enable them to perform their work. This includes the responsibility of executing and resolving 90% of all procedures related to the identification, prioritization, and resolution of PC requests. You will also contribute to incident resolution by giving in-person, hands-on support to end users at the desktop level. This position reports into Service Delivery Team located in Louisville, KY.
Daily Operations
  • Provides efficient and courteous customer service through calls to the Service Desk through telephone, email or online.
  • Log all incidents into an Incident Management System with clear, concise language.
  • Work in an efficient/fast-paced environment to meet or exceed team and individual service targets.
  • Achieve an on target or above rating on quality, service, and productivity metrics.
  • Follow proper escalation path and assist less experienced analysts when necessary to resolve issues.
  • Collaborate with other Service Desk and 2 nd level analysts to troubleshoot and resolve complex issues.
  • Participate in all individual and group training initiatives.
  • Researches customer requests, analyzes customer needs and communicates professionally both orally and in written format.
  • Involved in problem solving and analysis on customer inquiries and concerns.
  • Interfaces with customers and internal departments and helps to resolve basic to moderately complex inquiries.
  • Answers questions following prescribed procedures but may need to respond to situations independent of established guidelines.
  • Work a flexible schedule that may include days, night, weekends, and holidays to meet support and staffing needs


Minimum Requirements
  • Associates Degree, Technical College or equivalent work experience
EXPERIENCE (and other qualifications):
  • 2-4 years of experience providing Technical Desktop, Service Desk and/or Support Services
  • 2-4 years of broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and network.
  • Knowledge of ITIL industry standards, best practices and audit requirements
  • The ideal candidate will possess extensive experience supporting a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7 & 10, OS X, Active Directory, Microsoft Office 2013, Office 365 and mobile devices.
  • Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, and Excel
  • CompTIA A+ Certification a plus
  • ITIL Foundation Certification a plus
Other Skills/Characteristics:
  • Can work independently as a remote extension of a larger team.
  • Excellent communication skills
  • Ability to work independently as well as in a team environment
  • Able to work in a fast-paced environment
  • Positive, flexible, and self-motivated attitude
  • Detail oriented with excellent follow-up skills
  • Excellent organizational skills with the ability to manage time and multiple priorities
  • Strong analytical skills and problem solving skills, ability to take a problem and solve it in a quick and efficient manner
  • Ability to handle highly confidential information/materials
  • Exceptional customer service skills and negotiation/influence skills in an executive-level environment
  • Ability to grasps new materials quickly and apply new information, concepts and procedures in a constructive manner
  • Ability to manage high stress, demanding situations

ref: (540480)
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