Service Desk Analyst
Come be part of the company that develops the systems for the largest fast food chain in the WORLD! 🌍🍔🍟🥤
RDI has 20+ years of history working as a strategic partner of a major global QSR (Quick Service Restaurant) retailer. RDI delivers POS services (point-of-sale) and related software applications that focus on the overall crew and customer experience, resulting in improved operations to the fastest-growing food restaurant chain in over 120 countries and over 37,500 locations worldwide.
RDI joined the Capgemini group in 2017, which has 400,000 collaborators in almost 50 countries.
Our Purpose
Support our partner by increasing product deliveries and leveraging high-end technology to transform the customer experience.
Our Vision
Provide remarkable experience for our PEOPLE and our partner!
Responsibilities
- First-line support for GCP cloud operations
- Manage and triage incoming tickets via ServiceNow
- Fulfill service requests and handle user inquiries
- Incident classification, prioritization and escalation
- Ensure timely resolution and SLA compliance
- Provide high-quality customer service and technical troubleshooting
- Maintain documentation and contribute to knowledge base update
Experience Requirements
- Minimum: 2+ years in IT service desk, help desk, or technical support
- Preferred: 4+ years with cloud services support and ITSM processes
- Industry: Experience with enterprise IT service management
Other Required Skills
- Communication: Excellent verbal and written communication skills
- Customer Service: Professional demeanor and customer-focused approach
- Problem Solving: Analytical thinking and systematic troubleshooting
- Documentation: Clear and accurate record keeping
- Multi-tasking: Handle multiple tickets and priorities simultaneously
- Learning: Quick learner with technology and process adaptation
- Languages: Multilingual capabilities preferred for global support, English and Hungarian is a must have, additional languages count as a plus
Preferred skills
Ideal candidates have experience with (or notice of-) the following:
Service Management (within the ITIL framework)
- Ticket management and workflow systems (ServiceNow)
- Incident, problem, and change management
- Service level agreement (SLA) management
- Knowledge management and documentation
- Customer service and communication skills
Technical Support
- Basic cloud infrastructure concepts
- User access management and troubleshooting
- Application support and troubleshooting
- Remote support tools and techniques
- System monitoring and basic analysis
- Escalation procedures and coordination
Basic Cloud Knowledge
- Console: Navigate GCP Console and basic resource management
- IAM: User access management and role assignments
- Notice of basics for creation and management of virtual machines
- Monitoring: Read dashboards and basic alert triage
- Billing: Basic cost monitoring and usage analysis
Support Functions
- User onboarding and access provisioning
- Basic resource requests and provisioning
- Service health monitoring and reporting
- Integration with existing McDonald's tools
- Self-service portal support and guidance
Optional Certifications
- ITIL Foundation
- Google Cloud Digital Leader or Associate Cloud Engineer
What we offer
- High level of autonomy
- Hybrid remote work - Debrecen location is an advantage
- Various daily tasks
- Medicare White insurance
- Life insurance
- 30k Cafeteria in NET
- AYCM opportunity
- Employee Assistance Program
- Pluralsight access + learning opportunities
- IT equipment
- International atmosphere
- Locations
- RDI Hungary
- Remote status
- Hybrid
- Employment level
- Professionals
RDI Hungary
Our Services
-
Software Development
We perform all phases of the development life cycle across crew and customer-facing restaurant applications and work closely with our client to bring innovative solutions to life in the restaurants. -
Testing and Support
We perform unit and full regression tests of our software to ensure that existing and new functionality is working as defined. We review, investigate and resolve issues reported through the test environments and live restaurants to ensure that the application supports the restaurant business 24x7. -
Release Management
RDI provides software release management services for a tightly integrated suite of applications. Our service maintains the development and delivery schedules for products, identifying any potential conflicts or opportunities to speed delivery. -
Localization services
The company provides documentation and localization services for new applications developed and delivered to the markets.
Diversity and Inclusion
RDI values the plurality of race, color, religion, gender, gender identity, nationality, sexual orientation, disabilities and age.
Be plural is value and respect the differences. At RDI you are free to be you!
About RDI Software
If you love the idea of leveraging your technical and business skills to help drive growth in the fast food restaurant industry through the innovative use of new technology, join us.
RDI is an equal opportunity company and is committed to a diverse and inclusive workforce.
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