Primary Duties & ResponsibilitiesRespond to incident and request escalations from the Help Desk and provide technical assistance to end users.Diagnose complex technical issues and involve appropriate resources to speed up problem resolution.Provide follow-up status to end users in accordance with specified support policies and procedures.Manage queue of issues, response times, and maintain high touch with each inquiryWork with tier 2 support to escalate issues, managing the priority and the proposed resolution times of those issuesTrack, manage, and report upon workloads, ticket patterns, and customer feedbackMaintain customer relationships and initiate requests for conference meetings when appropriate to resolve issues in a timely manner.Maintain and improve knowledge of company-supported tools, applications and reporting tools.Increase personal knowledge of company's business environment with the goal of improving overall business alignment. Log all incoming incidents and requests as well as actions taken to resolve them.

As the helpdesk lead for Pita Pit Canada, one of our primary support avenues is ourMORE! Loyalty Program powered by Spoonity. This program was launched about 5years ago and continues to be one of the biggest incentives to our guests (aside fromthe awesome food!)From the Help Desk perspective, we:• Support guest interaction within the system, both from an operational andtechnical avenue through our helpdesk.• Support our stores and the integration with the Infor pos (point of sale) terminalon site. This can include troubleshooting, checking API connections and workingwith our partners on escalations.From the vendor management and optimization perspective we:• Work with our vendor partner to optimize the program and how it is executed instore in addition to providing feedback for future implementation.• Work with our vendor partner to provide reporting and metrics to both the headoffice team and our franchisees/store owner-operators.• Revisit the loyalty structure and how we can best meet the needs of our guests.

My primary role is to manage and maintain the ConnectWise manage helpdesk at Pita Pit Canada. This role involves any future upgrades or implementations to the helpdesk & reporting dasboards, as well as managing/training our vendor contact who assists us with additional technical support across our franchisee network. Our helpdesk team also manages all guest facing inquiries, both technical and guest services. The goal is to ensure consistent guest communication whether they are working with a Pita Pit employee or a third party support team member.The secondary part of my role is a large amount of cross-functional team support. I work heavily with our Franchisee Journey & Development team when they are building out new locations. This roll assists with logistics of hardware ordering and installation before a store opens for business.Significant Accomplishments Include:• Researching and implementing ConnectWise manage & BrightGauge reportingfor pita pit Canada (franchisee and guest facing support).• Defining SLAs (service level agreements) and support resolution timelines.• Launching Pita Pit USA's helpdesk on our ConnectWise Manage platform.• Implementing Yext SEO services for Pita Pit Canada and consulting with theimplementation for Pita Pit USA. This included the google and network widelaunch across the web and associated platforms + Facebook Launch of theParent-Child Relationship for all Pita Pit location pages.• Vendor management of all technical partners. This includes program or hardwarelaunch initiatives or general management of a contract and support escalations.

Providing over the counter serivce and information about print shop services to staff and faculty. Completing print requests within 24 hour time frame.I complete print requests using Xerox and Epson equipment.

Assisted customers with printing requests and giving tutorials on large standalone photocopiers and their features and functions.Preformed troubleshooting on large standalone photocopier equipment to prevent delays in productivity.Entered faculty tests and documents into computer system (Meridian) and created print requisitions for accuracy and tracking purposes. Created and tracked orders for supplies for all three Xerox locations on St. Lawrence College campuses. Reviewed supply orders for accuracy and reported discrepancies and back ordered items. Used Xerox FreeFlow Software and Fiery Command Console to create high quality, professional documents.

Primary duties were to provide support in person, over the phone or via email to staff and students regarding computer accounts and other information technology services.Maintained lab printers and computers to ensure proper functionality was available to staff and students.Ordered supplies and equipment and tracked inventory.Created a monthly work schedule for the student bursary employees, as well as completing payroll timesheets.Was the primary decision maker in selection and hiring of new student employees.