Starbucks Hiring for service desk analyst – (Remote Overnight) at Seattle, WA Full Time

Job Posting

: Jun 28, 2022

Job Posting End Date

: Jul 12, 2022

Location

: US-WA-Seattle-Starbucks Support Center United States

Is this role eligible for remote or hybrid work? : Yes-Remote

Starbucks – IT & Engineering Support

Schedule

: Full-time

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 solution s.
• 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