IT IS Service Desk

About the Company

Home Franchise Concepts is one of the largest franchising systems in the home improvement goods and services space. The Companys brands: Budget Blinds The Tailored Closet Premier Garage AdvantaClean LightSpeed Restoration Kitchen TuneUp Bath TuneUp Two Maids Aussie Pet Mobile and Concrete Craft are consistently rated at the top of their categories and supported by more than 3500 franchise territories in the U.S. Canada and Mexico.

Home Franchise Concepts is a subsidiary of JM Family Enterprises a familyowned professionally managed diversified automotive company. To diversify their portfolio JM Family acquired Home Franchise Concepts in 2019 as their first nonautomotive acquisition. The Company fit JM Familys key investment criteria: assetlight with strong free cash flow characteristics and a track record of growth in an industry with longterm tailwinds. Since the acquisition the Company has doubled the number of brands under management and is committed to continued rapid profitable growth.

A few of the Companys many Accolades and Awards

• Entrepreneurs Franchise 500
• Entrepreneurs Franchise 500 Best in Category
• Entrepreneurs Top LowCost Franchise
• Entrepreneurs Top New & Emerging Franchises
• Entrepreneurs Top Homebased Franchises
• Entrepreneurs Top 100 Global Franchises

Summary About the Role

The IT Service Desk Support is responsible for the delivery of customer facing technology support services. This position will participate on a team charged with delivering high quality technical service desk support to its franchisees and customers.

The role will require a focus on service management and highquality customer service to our end user community. This includes timely response to customer inquiry and requests as well as on time delivery for standard IT Service Desk functions and services. Most of the IT Service Desk Supports time will be spent resolving issues for their end users.

Essential Job Functions:

• Interact with end usersin a highly responsive way to understand their inputs/ challenges provide user support on the applications.
• Resolve queries/ issues that have been prioranalyzed and solved or are data related.
• Categorize and group tickets based on the action/ solution required.
• Document issues with analysis of the issues to aid in remediation.
• Escalate and track to closure the tickets that require inputs/ efforts by development and/or operations teams.
• Work with the Business Analysts/ Developers/ QA analysts to continuously improve responsiveness and timely closure of tickets; generate new Q&As for use by other team members who provide technical support to end users.
• Continually seek and consider innovative solutions to business problems and apply as relevant in support of the organizations mission culture and philosophy.
• Develop best practices and drive the process of creative thinking and solutions.

Skill Requirements:

• Strong customer skills. Ability to develop and maintain a high level of trust and confidence with end users.
• Ability to troubleshoot over the phone/email/in person.
• Excellent communication and ability to perceive the requirements and motivations of the user community being served and the strengths and weaknesses of the internal systems
• Ability to exercise patience and professionalism during challenging situations
• Structured and disciplined adherence to processes
• Ability to innovate and seek continuous improvement.

Qualifications:

• Minimum 3 years experience required in a help desk support or related position.
• Experience providingtechnical support of custom web applications to external users.
• Proficiency in Salesforce or ticketing systems such as Jira ServiceNow or similar tools
• Strong knowledge of Windows OS required
• Advanced level of proficiency with MS Outlook Project Visio Excel PowerPoint and SharePoint.
• Experience with Windows Active Directory
• Microsoft Certified Technology Specialist certification is a plus.
• Experience working with and managing Apple products.
• Experience working with and managing Android devices.
• Experience using MDM tools is a plus.
• Solid understanding of the Help Desk ITIL processes and best practices
• Ability tounderstand complete application systems the business context user context and enduser mentality.
• Strong problemsolving troubleshooting and analytical skills
• Excellent customer service skills
• Must be flexible to work on one of these shift timings: 5 AM 2 PM 7 AM 4 PM 8 AM 5 PM

To perform this job successfully an individual must be able to perform each essential job function satisfactorily. The requirements listed above are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.