Service Desk Analyst

Company: Starbucks
Location: Seattle
Posted on: July 1, 2020

Job Description:

Service Desk Analyst US-WA-Seattle Starbucks IT & Engineering Support 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 -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 or via email at

Keywords: Starbucks, Seattle , Service Desk Analyst, Hospitality & Tourism , Seattle, Washington