IT SUPPORT ANALYST

The IT Support Analyst is responsible for supporting multiple in store systems. While the position's primary focus will be performing IT helpdesk support, this position will also be accountable for the maintenance and support of our restaurant operating platform which includes but is not limited to hardware, software, point of sale (POS), inventory, labor, and reporting systems. As with all members of the Nando's family, the Support Analyst will be expected to wear multiple hats, seek out opportunities to make Nando's and themselves better every day, and in general, be a good team player! The essential functions of this position are mapped out below:

CORE RESPONSIBILITIES

• Restaurant Support
  • Provide exceptional customer service to our stores and office users within the IT helpdesk system
• Responsible for running helpdesk reports and ensure helpdesk vendor is bringing tickets to closure
• Respond to helpdesk tickets with a focus on problem resolution for either US and Canada
• Escalate helpdesk tickets to both US and/or Canada vendors where necessary
• Travel to restaurants when needed for implementation and hardware or software updates
• Perform testing and quality assurance strategies and adjust test plans prior to deploying updates or changes to restaurants
• Communicate with site users regarding any system enhancements and or scheduled upgrades
• Provide system training and technical assistance to user community as necessary
• Adjust documentation as necessary based on system adjustments
• IT Systems and Team Support
  • Responsible for communicating any defects to vendors and application owners and coordinating testing and implementation of fixes.
• Develops test plans and test cases, performs testing of restaurant systems, among many others.
• Analyze, review, and alter systems, programs, and applications to increase operating efficiency or to adapt to new requirements
• Ensures that proper version control is strictly adhered to by following IT processes and controls
• Monitors system status and reacts to issues as they arise
• Participate in technical and functional training classes as necessary or required

ADDITIONAL REQUIREMENTS

• College degree preferred, with a preference for Computer Science or related degree
• Prior experience working with IT helpdesk systems required
• Background in hospitality industry preferred
• Understanding of Oracle Hospitality and/or Aloha systems required
• Outstanding customer service and relationship-building skills
• Exceptional communication skills, both written and verbal
• Excellent organizational and time management skills
• Ability to meet multiple deadlines and adapt to changing priorities
• Willingness and ability to quickly learn new technologies